Customer Service Representative (on-site)
About The Position
The Customer Service Representative is the primary point of contact for customers and supports a positive customer experience from order entry through delivery. The role works closely with Sales, Production Planning, Engineering, Quality, Logistics, and Accounting to process orders accurately, manage customer expectations, and resolve issues. It offers cross-functional exposure and a foundation for career growth in customer service, inside sales, supply chain, operations, or commercial support; it is not a call-center position. The position is on-site in Franklin, Wisconsin, and reports to the Customer Service Manager. It is a full-time, non-exempt role.
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 and strong problem-solving capabilities.
- Ability to work effectively in 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, providing timely updates on order status, shipments, delivery schedules, and requests.
- Build positive customer relationships through responsive, professional service and collaborate with internal departments to resolve concerns.
- Enter and maintain customer orders 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, identify potential delays or issues, and 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, update customer portals, and support packaging, labeling, certification, and shipping requirements.
- Respond to requests for certificates of conformance and other customer documentation.
- Support customer satisfaction initiatives, including Net Promoter Score follow-up activities.
- Document customer concerns, complaints, and return requests; route and track issues through resolution and communicate status updates and corrective actions.
- Review and qualify incoming sales leads, gather customer information, and route qualified leads to Sales.
- Help maintain customer service metrics and reporting.
- Participate in Lean, continuous improvement, and process documentation initiatives.
Benefits
- Medical insurance
- Dental insurance
- 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 opportunities
- Collaborative team environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
