Customer Service Technician / Parts Specialist

Wald Manufacturing•Maysville, KY

About The Position

Wald Mfg is a long-established growing manufacturing company. Our Order Entry/customer service & Parts team is small, but expanding. This position will cooperate with other branches of the business. We’re hiring a customer service technician & parts specialist who is mechanically inclined, skilled at conflict resolution and rapport building, a quick learner, and a strong work ethic with an ability to follow procedures. You will handle customer-facing work now and help build out the team as it expands. A Manager role may open in the future; when it does, team members at the time will be considered first. Promotions are earned and not guaranteed. We have playbooks for many tasks, but not everything is fully defined. You’ll need to solve problems, manage frustrated customers, and help us improve processes.

Requirements

Strong verbal and written communication
Team-oriented mindset with a reliable, no-drama work attitude
Mechanically inclined and able to understand how products and parts work
Reliable, organized, able to multitask
Quick learner and coachable
Able to handle frustrated customers calmly and professionally
Comfortable with computers and general office software

Nice To Haves

Prior experience with parts & order entry
Interest or experience in manufacturing, mechanical products, or technical equipment
Familiarity with CRM systems
Understanding of how to use MRP’s and ERP’s

Responsibilities

Field inbound customer inquiries (phone, email) resolve issues quickly and professionally
Assist customers in placing orders for parts and products that match their needs
Coordinate with operations and other teams on orders and issues
Maintain CRM records and sales documentation accurately
Troubleshoot customer problems, document recurring issues, and suggest process improvements
De-escalate frustrated customers with empathy and firmness
Meet KPIs: response time, accuracy, calls per hour, etc.