Customer Service Representative

About the Role

As a Customer Service Representative at our New Berlin, WI location, you will be the first point of contact for customers, handling inquiries, providing information, and ensuring a positive experience that supports customer happiness and retention. You will work closely with internal teams to meet deadlines, resolve issues quickly, and uphold the brand’s reputation. • Provide proactive service to external and internal customers with urgency and professionalism. • Handle customer emails and calls covering quotes, shipping, logistics, basic technical support and product details. • Process domestic and international orders, returns (RMAs) and electronically transmitted/E‑commerce orders, ensuring inventory accuracy. • Coordinate with Pricing, Marketing, Sales, Sales Reps and Distribution Center to guarantee correct and timely deliveries. • Investigate and resolve incidents such as shipping, pricing, documentation or order entry errors, applying corrective actions. • Develop product knowledge to answer questions on specifications, applications and troubleshooting. • Identify process‑improvement opportunities and contribute to continuous‑improvement initiatives. • Support sales representatives with sample requests, order processing and promotion distribution. • Maintain up‑to‑date customer data, including contacts and automatic acknowledgments.

Key Responsibilities

• ▸order processing
• ▸inventory management
• ▸issue resolution
• ▸data maintenance
• ▸process improvement
• ▸customer support

What You Bring

The role requires an associate’s degree or equivalent experience, at least three years of customer service experience, and solid knowledge of CRM/ERP systems and Microsoft Office. Strong organizational skills, attention to detail, ability to work independently or in a team, and a willingness to work overtime are essential. • Associate’s degree or equivalent experience (preferred). • Minimum 3 years of customer service experience. • Experience with CRM or ERP software; strong Excel and Microsoft Office skills. • Excellent organizational ability, attention to detail and ability to act promptly. • Professional maturity, sense of responsibility and ability to work autonomously or collaboratively. • Ability to follow verbal, written and safety instructions; willingness to work overtime. • Basic logistics knowledge (UPS tracking, freight carrier correspondence) preferred.

Requirements

• ▸associate degree
• ▸customer service
• ▸crm/erp
• ▸excel
• ▸detail
• ▸overtime

Benefits

Full‑time employees receive a comprehensive benefits package that includes medical, dental and vision coverage, flexible spending accounts, disability and life insurance, 401(k) with company match, employee stock purchase plan, tuition reimbursement, various leaves, paid time off, well‑being programs and legal/identity theft protection. • Medical, dental, vision plans with flexible spending accounts. • Short‑term and long‑term disability, critical illness, accident and life insurance. • 401(k) retirement plan and employee stock purchase plan with company match. • Tuition reimbursement, caregiver and parental leave, backup care services. • Paid time off, volunteer time, well‑being program and legal/identity theft protection.

Work Environment

Office Full-Time