More Than Customer Service — A Partnership Built on Trust

At Ohio Screw Products (OSP), customer service is more than a department — it’s the foundation of our growth and the driving force behind our reputation for excellence. Every interaction, from the first request for information to the delivery of finished parts, is treated as an opportunity to strengthen trust and build long-term partnerships.

We understand that when a customer reaches out with a request for quotation (RFQ) or information, they’re not just asking for a price or a lead time — they’re signaling a need. At OSP, we believe that every need deserves our full attention, delivered promptly and with accuracy. That’s why timing is at the heart of our customer service commitment. We strive to respond to RFQs within 24–48 hours, ensuring our customers receive the information they need to move forward quickly and confidently.

In cases where vendor input is required — such as raw material pricing, outside components, or specialized processes like plating or heat-treating — we work closely with our trusted partners to secure accurate costs as quickly as possible. While these cases may extend the quoting process by an additional day or two, our team communicates openly with customers so expectations remain clear.

Cradle-to-Grave Commitment

At OSP, we don’t see a new part as just another job — we see it as a growth opportunity. Every new part order is treated with the same enthusiasm and attention as long-standing production parts. This “cradle-to-grave” commitment is in our DNA.

When an order is awarded, our work begins immediately to integrate the new part into our proven manufacturing systems. Every step is carefully planned and documented, from raw material sourcing and tooling design to engineering layouts, inspection plans, vendor engagement, and packaging solutions. This meticulous process ensures that each part is manufactured to spec and delivered on time, every time.

If an anomaly arises — whether in materials, production, or vendor processes — OSP’s customer service team acts quickly to communicate with the customer. Rather than waiting until the last minute, we provide transparent updates along with options or contingency plans. This proactive approach builds confidence and ensures customers always know where their project stands.

Communication That Builds Confidence

Exceptional customer service requires more than just speed — it requires ongoing communication. OSP is committed to staying engaged with customers throughout the entire production cycle and beyond.

Our experienced Manufacturers’ Representatives and dedicated Customer Service Team serve as the front line of communication, ensuring customer needs are addressed promptly and effectively. These teams maintain long-term relationships by:

• Checking in regularly to ensure customer satisfaction

• Providing updates on orders and production timelines

• Alerting customers when it may be time to replenish inventory

• Sharing insights and recommendations to help customers plan ahead

By combining external representation with an internal team that understands our manufacturing capabilities, we provide customers with seamless support from both technical and service perspectives.

Documented Processes, Dependable Outcomes

OSP’s customer service philosophy is built on consistency and accountability. Every step of the process — from quoting and planning to machining and delivery — is fully documented. This structured approach allows us to manage complex requirements while ensuring parts meet exact specifications.

Our customers benefit from:

• Reliable Delivery – Orders are managed proactively to meet customer schedules.

• Consistent Quality – Documented inspection plans ensure every part meets spec.

• Responsive Service – Issues or anomalies are communicated quickly with solutions.

• Long-Term Support – We maintain relationships that extend beyond a single order.

A Team Invested in Customer Success

As an employee-owned company, OSP’s culture of accountability extends directly to our customer service. Every team member understands that our success is tied to the satisfaction and growth of our customers. This shared ownership drives a higher level of dedication and care in every interaction.

We believe customer service isn’t just about solving problems — it’s about preventing them. By combining proactive communication, disciplined processes, and a team committed to excellence, OSP ensures customers experience service that is both responsive and reliable.

Why Customer Service at OSP Stands Out

• 24–48 Hour RFQ Response – Fast, accurate quotes keep your projects moving.

• Cradle-to-Grave Project Management – From sourcing to delivery, we own the process.

• Proactive Communication – Issues addressed early with clear options provided.

• Experienced Teams – Long-tenured reps and dedicated service staff ensure continuity.

• Employee-Owned Accountability – Every team member is invested in your success.

Service That Fuels Growth

Customer service is not just an extension of our operations — it is the foundation on which OSP continues to grow. By treating every inquiry, every order, and every relationship with the same enthusiasm and attention to detail, we create value that extends far beyond a single transaction.

At OSP, we don’t just deliver precision parts — we deliver confidence, reliability, and partnerships built to last.

Contact our Customer Service Team today to experience how OSP combines responsive communication with proven manufacturing excellence.