Customer Service Representative

About the Role

Weller Metalworks is looking for a detail-oriented Customer Service Representative to keep our customers' orders on track from the moment they arrive to the day they ship. You will be the link between our customers, our production floor and our shipping team, turning customer demand into work orders and making sure every order ships complete, correct and on time.

This is a hands-on role for someone who likes working in systems, solving scheduling puzzles and keeping people informed. Full training is provided on our ERP and customer portals.

Key Responsibilities

Order Planning & Work Orders

• Run daily planning and scheduling in the ERP system (allocation/pegging and capacity planning) and resolve planning exceptions by priority.
• Create work orders from customer demand, reviewing part notes, routings, minimum order quantities (MOQs) and past order history before release.
• Build in extra pieces for parts that require forming or machining, and split large or heavy orders into multiple schedules when needed.
• Set up PPAP (first-article/quality approval) work orders, prepare PPAP folders and hand them off to the Quality department.
• Plan periodic batch runs for specialty-coated parts, set priorities and notify production, shipping and operations leads.
  

Customer Order Management

• Monitor customer orders and change requests in the customer's online portal daily; accept, reject or counter each request the same day using the correct reason codes.
• Review unconfirmed orders, firm up orders within the one-week window, and keep ERP dates matched to the customer portal.
• Consolidate duplicate orders for the same part and ship date, and request order moves for holidays, plant shutdowns or wrong ship days.
• Coordinate stock transfers between customer facility locations when inventory is short.
  

Shipping Coordination

• Review the daily Orders to Ship list, confirm parts are in stock or in process, and make sure each customer's orders fall on their correct ship day.
• Balance daily shipments to stay within capacity limits, moving orders as needed.
• Watch the laser/production schedule for late or incorrectly pulled-in work orders and flag them to the team.

Communication

• Respond to customer and internal emails the same day whenever possible.
• Route requests to the right person: invoices, packing slips and BOLs to Accounting; new POs to Sales; quotes to Estimating; quality issues to Quality.
• Keep production, shipping, quality and sales informed of order changes, priorities and issues.

Qualifications

Required

• High school diploma or GED.
• 1–2 years of experience in customer service, order entry, production planning or a similar office role, ideally in manufacturing.
• Comfortable working in an ERP or order-management system and learning new software quickly.
• Strong attention to detail and the ability to manage many orders and deadlines at once.
• Clear, professional written and verbal communication.
• Proficiency with Microsoft Outlook and Excel.

Preferred

• Experience with MRP/ERP planning functions (work orders, scheduling, allocation).
• Experience with OEM customer supplier portals and EDI orders.
• Familiarity with PPAP, MOQs, routings or other manufacturing terms.
• Bilingual English/Spanish.

Weller Metalworks is a private equity–backed manufacturing company with operations in the United States and Canada. We specialize in precision metal fabrication, laser cutting, and custom component manufacturing, serving a wide range of industries including industrial, construction, and transportation.

Our growing portfolio includes Muthig Industries, Serra Laser Precision, and Drop Sprockets, which are being consolidated under the Weller Metalworks brand to strengthen capabilities and streamline operations. With headquarters in Libertyville, Illinois, and additional facilities in Wisconsin and British Columbia, Canada, we deliver reliable, high-quality products while focusing on efficiency and innovation.

As a private equity–owned business, Weller Metalworks offers employees the opportunity to contribute to a dynamic, growth-focused environment with clear pathways for advancement. We emphasize operational excellence, continuous improvement, and building a strong team culture across our international footprint.