Customer Service Representative II
About The Position
Serve as a primary point of contact for customers, distributors, sales representatives, and internal stakeholders. Respond to inquiries about products, pricing, availability, lead times, order status, shipping, documentation, and returns. Enter, review, update, and maintain customer orders and records in ERP, CRM, or order-management systems. Coordinate across internal departments to fulfill customer requirements, monitor order progress, resolve issues, and communicate updates. Support customer onboarding, product training, account reviews, service-related meetings, and reporting as required. Protect confidential information and follow company policies, quality procedures, export requirements, and ethical business practices. Perform other related duties as assigned. WEG is a global electric-electronic equipment company founded in 1961. It operates mainly in the capital goods sector, providing solutions in electric machines, automation, and paints. Its business areas include industrial electro-electronic equipment; energy generation, transmission and distribution; commercial and appliance motors; and paints and varnishes. WEG has manufacturing units in 17 countries, operates in more than 135 countries, and employs more than 45,000 people worldwide.
Responsibilities
- Serve as a primary point of contact for customers, distributors, sales representatives, and internal stakeholders.
- Respond to inquiries about products, pricing, availability, lead times, order status, shipping, documentation, and returns.
- Enter, review, update, and maintain customer orders in ERP, CRM, or order-management systems.
- Verify product configurations, quantities, pricing, delivery requirements, shipping information, and customer specifications.
- Coordinate with Sales, Engineering, Manufacturing, Materials, Logistics, Quality, Finance, and other departments to support customer requirements.
- Monitor order progress and proactively communicate changes, delays, shortages, or potential risks.
- Provide order confirmations, shipment updates, invoices, product information, and related documentation.
- Manage requests involving special configurations, engineering changes, substitutions, cancellations, expedites, and delivery adjustments.
- Investigate and resolve order discrepancies, shipment issues, billing concerns, product questions, and service complaints.
- Support return material authorization, warranty, replacement, and nonconforming-product processes in accordance with company procedures.
- Maintain accurate customer records, contacts, notes, order information, and case documentation.
- Track open issues and follow up with responsible departments until resolution.
- Escalate complex technical, commercial, quality, or delivery issues appropriately.
- Identify recurring problems and recommend improvements to customer service and order-management processes.
- Support customer onboarding, product training, account reviews, and service-related meetings as required.
- Help prepare reports related to order backlog, delivery performance, customer inquiries, complaints, and service metrics.
- Protect confidential customer, pricing, product, and company information.
- Follow company policies, quality procedures, export requirements, and ethical business practices.
- Perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
