Customer Engagement Specialist

WENGER CORPORATION•Owatonna, MN

31d•Hybrid

About The Position

Wenger Corporation is a privately-held, leading manufacturer of high-quality music education, performing arts, and athletic products. They are seeking a Customer Engagement Specialist to serve as a central point of contact between the company and its customers, ensuring a seamless and positive experience. This role is central to fostering loyalty, driving satisfaction, and ensuring every customer interaction reflects the company's values and service excellence. Wenger Corporation has grown from a one-man operation to a 600-employee market leader, offering substantial opportunities for personal and professional growth, including education and training programs, tuition reimbursement, broad advancement potential, and social events. This is a structured hybrid position requiring work in the Owatonna, MN facility on Mondays, Tuesdays, and Thursdays, with Wednesdays and Fridays designated as home office workdays. Candidates must reside within a 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

Responsibilities

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.
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.
Collaborate with internal teams to deliver seamless customer service.
Facilitate internal communication regarding product quality to ensure prompt and effective resolutions.
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.