Customer Success Specialist

OSG Canada • Burlington, ON

5d • CA$28 - CA$36

About The Position

The Customer Success Specialist is a senior-level customer support and inside sales professional responsible for building strong customer relationships, identifying sales opportunities, and delivering exceptional service to both customers and key end-user accounts. This role serves as a technical and commercial resource, providing product expertise, managing complex customer requirements, supporting large strategic accounts, and contributing to revenue growth through a consultative sales approach. The incumbent applies extensive product knowledge, industry experience, and sound judgment to resolve customer issues, process complex orders, and support the development of team members. A high degree of initiative, creativity, and customer focus is expected.

Requirements

• Minimum 5 years of experience in an industrial tooling inside sales environment.
• Minimum 5 years of customer service experience.
• Experience managing customer relationships and supporting sales growth initiatives.
• Experience supporting or training other team members.
• Experience working with international customers or contacts.
• Strong customer service and relationship-building skills.
• Excellent verbal and written English communication skills.
• Professional telephone manner and strong interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical abilities.
• Advanced product knowledge and ability to provide technical support.
• Ability to perform complex mathematical calculations and pricing analysis.
• Proficiency with Microsoft Office applications.
• Strong organizational skills and attention to detail.
• High School Diploma, GED, or equivalent required.

Nice To Haves

• French language skills considered an advantage
• Experience working with Enterprise Resource Planning (ERP) systems.
• Additional technical, business, or sales-related education is considered an asset.

Responsibilities

• Provide front-line customer support by responding to incoming calls, emails, and inquiries in a professional and timely manner.
• Resolve customer concerns, conduct order follow-up, and ensure a high level of customer satisfaction.
• Develop and maintain professional relationships with customers and strategic end-user accounts.
• Act as a trusted advisor by understanding customer needs and recommending appropriate tooling solutions.
• Internal management of large end-user accounts to drive sales growth and strengthen customer partnerships.
• Generate and qualify leads for the outside sales team.
• Utilize a consultative selling approach to uncover customer requirements and recommend value-added solutions.
• Support customer retention and revenue growth through proactive account management.
• Maintain a comprehensive understanding of the company's product lines, tooling applications, and industry practices.
• Provide technical assistance and product recommendations to customers and internal stakeholders.
• Research and respond to customer inquiries related to product performance, quality concerns, and technical issues.
• Serve as a subject matter resource for specialized products and strategic accounts.
• Process customer orders, quotations, and special orders accurately and efficiently.
• Handle high-complexity special-item orders requiring detailed coordination and problem-solving.
• Ensure all customer requirements are met in accordance with company policies and procedures.
• Maintain accurate information within company systems and records.
• Identify opportunities to improve processes, policies, and customer service practices.
• Support compliance with company policies, procedures, and applicable regulations.
• Assist in onboarding and training less experienced team members.
• Promote the organization's values, culture, and professional image with customers and within the community.
• Perform other duties and special projects as assigned.
• Serve as a mentor and resource to Customer Service employees at lower levels.
• Share knowledge and best practices to support team development.
• Demonstrate initiative, accountability, and sound decision-making in handling customer and business requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED