Customer Engagement Specialist
About The Position
Wenger Corporation is seeking a Customer Engagement Specialist to join our team. As a Customer Engagement Specialist you will serve as a central point of contact between the company and its customers, ensuring a seamless and positive experience. This role is central to our mission of fostering loyalty, driving satisfaction, and ensuring every customer interaction reflects our values and service excellence. This is a structured hybrid position which requires working in our Owatonna, MN facility: Mondays, Tuesdays, and Thursdays. Wednesdays and Fridays are home office workdays. Therefore, candidates must reside within reasonable commutable distance to the facility.
Requirements
- A minimum of three (3) yrs experience working in a customer service/support environment
- Proven ability to handle customer inquiries and resolve issues with professionalism and empathy
- Experience with CRMs, customer interfacing, quoting, and order processing workflows.
- Familiarity with order management systems (ERP) and proficiency using the Microsoft Office Suite
Nice To Haves
- Associate’s or Bachelor’s degree in Business Administration, Communication or related field.
- Experience with Salesforce and TaskRay
- Passion for the performing arts, education, or athletics—a bonus!
Responsibilities
- Order Management & Processing: Accurately process customer orders, returns, credit memos, and order maintenance requests.
- Perform order modifications including credits, pricing adjustments, shipping date changes, etc.
- Monitor and resolve orders on hold by coordinating directly with customers to obtain the required information.
- Manage and track large delivery-only projects to ensure timely and accurate execution.
- Customer Support & Communication: Serve as a primary point of contact for customer inquiries related to warranties, product information, and order status.
- Provide timely and professional responses to customer communications.
- Resolve failed web orders and post-order issues by working directly with customers and internal teams.
- Cross-Functional Collaboration: Collaborate with internal teams to deliver seamless customer service.
- Facilitate internal communication regarding product quality to ensure prompt and effective resolutions.
- Product Knowledge & Continuous Improvement: Maintain up-to-date knowledge of product offerings to ensure accurate information is communicated to customers.
- Contribute to process improvements and service enhancements through proactive problem-solving and collaboration.
Benefits
- Paid Time Off
- 9 Paid Holidays
- Generous Profit Sharing
- Medical, Dental and Vision Insurance
- Spending Accounts – HSA, FSA, DCFSA
- Company Paid Short-term and Long-term Disability Insurance
- 401k Retirement Plan with Company Match
- Company Paid Life Insurance
- Supplemental Life Insurance
- Employee Assistance Program
- Tuition Reimbursement Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
101-250 employees
