Sr. Customer Service Representative

Sellars Absorbent Materials • Milwaukee, WI

14d

About The Position

As a Senior Customer Experience Representative, you’ll provide support to customers and serve as a subject matter expert on key customer issues. You will play a key role in ensuring exceptional service to our customers across Finished Goods and serve as a vital link between our sales, logistics, and finance teams—managing orders, solving problems, and building lasting customer relationships.

Requirements

• 4+ years experience in a customer service or order management role, preferably in manufacturing
• Strong verbal and written communication skills with a customer-first attitude.
• Excellent problem-solving, follow-through, and organizational skills.
• Ability to work collaboratively in a fast-paced environment.
• Proficiency with Microsoft Excel, Word, Outlook; ERP and CRM (HubSpot or equivalent) experience preferred.

Responsibilities

• Partner with the sales & marketing team to support customer accounts and resolve issues quickly and professionally.
• Act as a liaison between retail and commercial customers/distributors and internal teams, to ensure smooth communication and customer satisfaction.
• Serve as a back-up or provide assistance to the Customer Experience Lead when necessary.
• Process and monitor customer orders accurately, ensuring timely fulfillment from scheduling through shipping.
• Coordinate credit, planning, shipping, and logistics to meet delivery expectations.
• Provide order updates, delivery details, and status reports as needed.
• Hit agreed upon daily, monthly and annual KPI’s for the individual and department.
• Handle incoming customer inquiries via phone or email with a solutions-focused mindset.
• Strong knowledge product and application questions, providing accurate pricing, availability, and other information.
• Investigate complaints and coordinate with the Customer Experience Supervisor to determine root causes and implement corrective actions.
• Resolve billing/payment issues, issue credits, and manage rebate processes as needed.
• Maintain accurate customer files and order records in all online systems including the CRM.

Benefits

• Medical insurance
• Flex Spending Account
• Dental
• Vision
• Voluntary Supplemental insurance
• Employee Assistance Program
• Short-term Disability
• Long-term Disability
• 401K (100% company match on the first 4% & total company match of 5%)
• Employee Referral Bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed