Customer Service Representative (on-site)

API Heat Transfer • Franklin, WI

18h • Onsite

About The Position

The Customer Service Representative serves as the primary point of contact for customers and supports a positive experience from order entry through delivery. The role works closely with Sales, Production Planning, Engineering, Quality, Logistics, and Accounting to process customer orders accurately, manage expectations, and resolve issues promptly and professionally.

This is not a call-center position. It involves meaningful interaction across business functions and provides a foundation for potential career growth in customer service, inside sales, supply chain, operations, or commercial support. The position is based on-site in Franklin, Wisconsin and reports to the Customer Service Manager.

Requirements

• High school diploma or equivalent.
• Proficiency with Microsoft Office applications, especially Outlook, Excel, and Word.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities while maintaining accuracy.
• Customer-focused mindset with strong problem-solving capabilities.
• Ability to work effectively within a fast-paced team environment.

Nice To Haves

• Associate degree in Business, Supply Chain, Communications, or a related field.
• Two or more years of customer service, customer support, or order management experience.
• Manufacturing, industrial, or distribution experience.
• Experience using ERP and CRM systems.
• Experience working with customer portals.
• Familiarity with Lean Manufacturing or continuous improvement practices.
• Ability to read purchase orders, specifications, and basic technical documentation.

Responsibilities

• Serve as the primary contact for customer inquiries by phone and email.
• Provide timely updates on order status, shipments, delivery schedules, and customer requests.
• Build positive customer relationships through responsive, professional service.
• Collaborate with internal departments to resolve customer concerns and ensure successful outcomes.
• Enter and maintain customer orders accurately in the ERP system.
• Review purchase orders for pricing, quantities, part numbers, and delivery requirements.
• Issue order acknowledgments and align customer expectations with production schedules.
• Monitor open orders and proactively identify potential delays or issues.
• Coordinate with Planning, Production, and Logistics to support on-time delivery.
• Track shipments and provide shipping confirmations and delivery updates.
• Maintain customer account information and supporting documentation.
• Manage customer portal updates and order-related documentation.
• Support customer requirements for packaging, labeling, certifications, and shipping instructions.
• Respond to requests for certificates of conformance and other customer documentation.
• Support customer satisfaction initiatives, including Net Promoter Score (NPS) follow-up activities.
• Document customer concerns, complaints, and return requests.
• Route customer issues appropriately and track them through resolution.
• Communicate status updates and corrective actions to customers as needed.
• Review and qualify incoming sales leads from company websites and inbound inquiries.
• Gather customer information and route qualified leads to the Sales team.
• Help maintain customer service metrics and reporting.
• Participate in Lean, continuous improvement, and process documentation initiatives.

Benefits

• Medical, dental, and vision insurance.
• Company-paid life insurance.
• Short-term and long-term disability benefits.
• 401(k) with company match.
• Paid vacation and holidays.
• Employee assistance program.
• Professional development opportunities.
• Career growth within customer service, commercial operations, and sales support.
• Collaborative team environment.
• Competitive pay.

What This Job Offers

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