Customer Service Representative

Job Description

We are seeking a customer-focused professional to support aftermarket parts sales and service for industrial equipment with a manufacturing client in the Milwaukee area. This role serves as the primary point of contact for customers, managing inquiries, processing orders, coordinating with internal teams, and ensuring a seamless customer experience from quote through delivery.

Key Responsibilities

• Respond to customer inquiries and parts requests via phone and email while maintaining accurate records within customer relationship management (CRM) systems.
• Prepare and process customer quotations using the company's enterprise resource planning (ERP) system.
• Coordinate with Production, Purchasing, Accounting, and other internal teams to determine product availability, scheduling, pricing, and order fulfillment.
• Process customer orders, verify payment terms, and ensure order accuracy prior to release.
• Monitor and communicate order status, providing proactive updates until delivery is complete.
• Maintain organized electronic documentation for customer orders and related transactions.
• Participate in a rotating after-hours on-call support schedule to assist customers with urgent service needs.
• Process warranty claims, returns, and customer credit requests as applicable.
• Build and maintain strong customer relationships through proactive communication and follow-up.
• Keep customer account information current, including contacts, shipping details, payment terms, and other account information within the ERP system.

Qualifications

• Associate degree or equivalent combination of education and relevant experience.
• Five or more years of experience in customer service, aftermarket support, inside sales, or parts sales within a manufacturing, industrial, or mechanical equipment environment.
• Experience working with ERP systems is required; familiarity with SAP or similar platforms is preferred.
• Strong organizational, communication, and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with CRM software and Microsoft Office applications.
• Ability to collaborate effectively with cross-functional teams while delivering exceptional customer service.

Salary of $60,000 to $70,000 annually – depending on experience level and education