Customer Service Representative

Title: Customer Service Representative

Location: New Berlin, WI (On-Site)

Compensation: $15.00/hr - $20.00/hr (Based On Experience)

Job Summary:

The Customer Service Representative will serve as the go-to resource for customer support, ensuring needs are met quickly, accurately, and with professionalism. In this role, you’ll handle everything from order entry and complaint resolution to escalating complex concerns and strengthening customer trust.

Key Responsibilities & Duties:

• Act as an escalation point for high-priority customer concerns and ensure timely resolutions
• Accurately process orders, credits, RMAs, and complaints in our ERP system
• Build and maintain strong, trust-based relationships with customers
• Communicate via phone, email, and occasionally in person to deliver exceptional service
• Collaborate with team members, provide backup support when needed, and help identify process improvements
• Uphold quality standards and compliance requirements in every interaction

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Work Environment & Physical Demands:

• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts.  The noise level in the facility is usually moderate.
• The employee is routinely required to stand and walk. 
• The employee is frequently required to reach with hands and arms. 
• The employee is occasionally required to use hands to finger, handle, or feel; climb or balance; stoop, kneel, crouch, or crawl. 
• The employee is routinely required to lift and move up to 10 pounds or less, frequently required to lift and move up to 25 pounds or more and occasionally required to lift or move 50 pounds without assistance. 
• The employee is expected to seek assistance when lifting or moving anything is excess of 70 pounds. 
• The word lift as it is used here means the direct physical movement of something such as lift and carry without assistance, not the conveyance or movement by merely pushing or pulling of something. 
• Move may involve the use of conveyance equipment to bring products to a platform where the employee will then push or pull the product onto a shelf. 
• Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
• “Occasionally” means up to 1/3 of the workday; “Frequently” means 1/3 to 2/3 of the workday; and “Routinely” means 2/3 or more of the workday.

Education & Preferred Qualifications:

• High school diploma or equivalent; additional education a plus
• Minimum 2 years of customer service experience, preferably in a manufacturing environment
• ERP system experience strongly preferred
• Excellent communication, organization, and problem-solving skills
• Professional, ethical, and team-oriented mindset
• Strong attention to detail and a goal-driven personality

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Referral program
• Tuition reimbursement
• Vision insurance

Equal Opportunity Employer: We are proud to foster an inclusive and diverse workplace culture. We are an equal opportunity employer and are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, or any other characteristic protected by applicable federal, state, or local law. We value diversity and believe that a diverse and inclusive workforce is essential to drive innovation, foster creativity, and achieve success. We welcome and encourage applications from individuals of all backgrounds and are dedicated to ensuring a fair and equitable recruitment and employment process for everyone.