What are the responsibilities and job description for the Customer Service Representative position at American Roller Company?
- Location: Union Grove, WI (Hybrid after training)
- Compensation: $50,000-$55,000 base salary Commission Eligible
- Hours: 1st shift.
Company Overview
Since 1938, American Roller Company has been the leader in industrial rollers and coatings. Guided by the American Roller Way, we prioritize safety, innovation, quality, and continuous improvement. We empower our people and drive customers success with cutting-edge solutions in the rubber and polymer industries. We have multiple facilities across the United States, and we’re looking for a skilled individual to join our team.
Position Overview
We are seeking a Customer Experience Representative to join our team in Union Grove, WI. This role is a critical part of our Corporate Customer Experience team, working closely with Account Managers and customers to ensure seamless order management, technical quotations, and customer support. This position offers a hybrid schedule after training, providing flexibility while contributing to a fast-paced and collaborative work environment.
Key Responsibilities
- Serve as a primary point of contact for customers via phone, email, and occasional in-person visits
- Provide new customer setup support, working with accounting to ensure smooth onboarding
- Manage order entry and processing across multiple plants using ERP/MRP systems
- Generate technical quotations in collaboration with Account Managers
- Coordinate order transfers between plants, ensuring timely processing and delivery
- Process Return Material Authorizations (RMAs) and act as a liaison between customers and production
- Obtain prints and specifications from customers for accurate order fulfillment
- Work with Purchasing, Accounting, and Production teams to resolve customer inquiries and order discrepancies
- Track and follow up on customer Purchase Orders (POs) to ensure timely processing
- Verify PO documentation accuracy and adjust system entries as needed
- Assist Accounting with delinquent account communication
Qualifications
- Customer-focused mindset with strong problem-solving skills
- Ability to work independently and collaboratively in a fast-paced environment
- Exceptional organizational and time management skills
- Experience in industrial manufacturing customer service
- Proficiency in ERP/MRP systems (Infor CloudSuite (Syteline) a plus)
- Strong skills in Microsoft Office (Teams, Word, Excel, PowerPoint, Outlook, OneNote)
- Basic understanding of engineered drawings and print reading symbols
Education & Experience
- High school diploma required (Associate or Bachelor’s degree preferred)
- Minimum of 3 years in customer service within an industrial environment
- Experience with rubber, urethane, or specialty coatings preferred
Why Join American Roller?
- Competitive base salary commission eligibility
- Hybrid work schedule after training
- Comprehensive benefits, including 401(k) matching, health insurance, PTO, and professional development
- Opportunity to be part of a growing, innovative, and customer-driven team
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Union Grove, WI 53182
Salary : $50,000 - $55,000