What are the responsibilities and job description for the CUSTOMER SERVICE TECHNICIAN position at Waupaca Foundry, Inc.?
Waupaca Foundry, Inc. is North America’s leading supplier of iron castings and has a history of innovation with a legacy of product quality. Waupaca Foundry employs approximately 4,400 people company-wide.
Waupaca Foundry is committed to relentless improvement, forward-thinking sustainability initiatives, and providing a reliable experience to the millions who use our castings every day. Our goal is to employ individuals who take pride in their work within a culture of continual innovation.
Waupaca Foundry is proud to be an employer of choice for those driven and skilled individuals seeking rewarding careers by producing top quality castings.
You will be right at home at Waupaca Foundry.
Cast Your Own Future.
More information is available on our website www.waupacafoundry.com
CUSTOMER SERVICE TECHNICIAN
Job Summary
The Customer Service Technician in the foundry industry plays a crucial role in supporting customer interactions, focusing on electronic data interchange (EDI) order entry and processing. This position ensures accurate and timely handling of customer orders, resolves issues efficiently, and collaborates with internal teams to maintain high levels of customer satisfaction. This role aligns customer order entry into production planning to ensure OTD and order fulfillment is accurate.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Order Entry and Processing:
- Manage customer orders through EDI systems, ensuring accuracy in product details, quantities, and delivery schedules.
- Including lead time and capacity utilization
- Verify incoming orders for completeness and resolve discrepancies by coordinating with customers and internal teams.
- Monitor order status, providing updates to customers and addressing any changes or delays.
- Manage customer orders through EDI systems, ensuring accuracy in product details, quantities, and delivery schedules.
- Customer Communication:
- Serve as a point of contact for customer inquiries related to orders, shipping, and product information.
- Escalates to the Customer Service Representative if unable to resolve or to mitigate risk.
- Respond to customer requests via phone, email, and EDI portals in a professional and timely manner.
- Serve as a point of contact for customer inquiries related to orders, shipping, and product information.
- System Management and Reporting:
- Maintain accurate records of orders, customer interactions, and issue resolutions using ERP and EDI systems.
- Generate daily reports on order status, backlogs, and shipping schedules for internal use.
- Cross-Functional Collaboration:
- Work closely with production, shipping, and quality teams to align order requirements with manufacturing schedules.
- Communicate customer needs and priorities to ensure on-time delivery and product quality.
- Escalate to Supply Chain and Sales as needed to ensure customer fulfilment is met.
- Issue Resolution:
- Identify and troubleshoot EDI errors, working with IT support or external partners as needed.
- Handle order discrepancies, returns, and complaints, ensuring swift resolution and customer satisfaction.
- Interface with sales team any pricing issues or parts that are becoming inactive or obsolete according to customer demand.
- Continuous Improvement:
- Suggest process improvements to enhance order accuracy, EDI functionality, and customer service efficiency.
- Stay updated on foundry products, manufacturing processes, and customer requirements.
- Communicate any customer market changes or requests to the appropriate departments.
PREFERRED EDUCATION/QUALIFICATIONS
- Education:
- High school diploma or GED required; associate degree or technical certification preferred.
- Experience:
- 1–3 years of customer service experience in a manufacturing or foundry environment.
- Technical Skills:
- Proficiency with EDI systems and ERP software (such as SAP, AS400, Oracle, or similar platforms).
- Strong computer skills, including Microsoft Office (Excel, Word, Outlook).
- Communication:
- Excellent verbal and written communication skills to interact with customers and internal teams.
- Problem-Solving:
- Ability to quickly identify and resolve order and system-related issues.
- Organization:
- Strong attention to detail and the ability to manage multiple tasks simultaneously.
- Teamwork:
- Collaborative mindset to work effectively across departments.
If selected for consideration, candidates must successfully complete a selection process that includes interviews, reference check/verification, and a pre-employment drug screen.
BENEFITS:
Waupaca Foundry offers competitive wages and exceptional benefits, including:
- Medical, dental, vision
- Short and long term disability
- Life insurance
- 401(k)
- Employer funded retirement plan
- Paid vacations/holidays
- Wellness program
- Fitness membership
- Employee assistance program (EAP)
- Employer supported career development, including tuition reimbursement
Waupaca Foundry is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Email: HR@waupacafoundry.com
Equal Opportunity Employer, including disabled and veterans.
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