Description

The Customer Service Representative 3 is a senior role responsible for providing advanced support to customers through multiple channels, including phone, email, and chat. This position handles a wide range of inquiries, from simple questions to complex or unique issues requiring tailored solutions. The role focuses on driving customer satisfaction by resolving escalated concerns and collaborating with internal teams to ensure exceptional service delivery. We are seeking a dedicated, customer-focused individual for a position as a motivated representative with strong potential to grow into a lead role over time. Key responsibilities include managing daily customer service operations for the plant, managing data in our ERP system, addressing escalated and complex requests efficiently, as well as fostering a supportive team environment that promotes continuous improvement that enhances the overall customer experience. The ideal candidate is a problem-solver, a team player, and thrives in a fast-paced setting.

Job Details

• Position Type: Full-time
• Pay Range: Competitive
• Work Location: N2W14555 Anthony Ave, Menomonee Falls, WI 53051

Key Responsibilities

Voice of the Customer

• Serve as the primary advocate for customer needs within the plant, ensuring alignment with capacity and operational capabilities.
• Collaborate with Planning teams to meet customer expectations and delivery commitments.
• Act as a liaison between internal teams and external customers to enable seamless business practices.
• Maintain comprehensive knowledge of company products, services, and policies to provide accurate and timely information.

Customer Support

• Function as the primary point of contact for EPC MF Operations customers, managing escalated inquiries and issues to ensure prompt resolution and high satisfaction.
• Address complex customer inquiries and complaints, driving timely and effective solutions.
• Monitor and respond to customer feedback, ensuring corrective actions are implemented.
• Provide expert guidance on products, services, and order processes tailored to customers.
• Ensure adherence to service standards and response time commitments.
• Coordinate with cross-functional teams to resolve customer requirements, complaints, and scheduling challenges.
• Partner with Accounting to resolve invoice discrepancies, manage scrap invoice processing, and follow up on outstanding balances.
• Build and maintain strong customer relationships by identifying needs and delivering appropriate solutions.

• Support training and mentoring initiatives for customer service representatives to foster skill development and collaboration.

Data Management and ERP Administration

• Upload and maintain forecast data in JDE ERP system to support planning and customer requirements.
• Coordinate shipment activities and resolve complex delivery issues in collaboration with the Shipping team. Includes processing shipping paperwork and labels for outbound shipments. Coordinates and manages international shipping requirements effectively.
• Manage updates to forecasts, sales orders, and pricing within JDE to ensure accuracy and alignment with customer expectations.
• Prepare end-of-month closing reports and maintain detailed documentation of all customer interactions for quality assurance.

Process Improvement

• Identify recurring issues and recommend process enhancements to improve efficiency and customer satisfaction.
• Update knowledge bases and standard operating procedures (SOPs) to reflect process changes.
• Support continuous improvement initiatives by documenting solutions and sharing insights across teams.

Additional Duties

• Perform other responsibilities as assigned to support business objectives.

Key Skills and Competencies

• Communication
• Advanced verbal and written communication skills.
• Skilled in influencing and motivating others; able to guide team members toward desired outcomes as an informal leader.
• Exceptional customer service skills.
• Teamwork
• Ability to work effectively within a team.
• Strong collaboration and interpersonal skills.
• Problem-Solving & Analysis
• Proficient in managing and resolving complex issues.
• Strong critical thinking and analytical skills.
• Ability to effectively solve problems and implement solutions.
• Technical Expertise
• ERP systems proficiency, with a focus on the distribution module.
• Ability to interpret work instructions and follow written and verbal directions.

Required Qualifications

Education

• Bachelor's degree or equivalent experience.

Experience

• 1-3 years of customer service experience with demonstrated growth potential.

Technical Skills

• 1-3 years of experience with ERP or CRM systems and Microsoft Office applications.

Physical Requirements

• Must be able to sit for long periods.

About MacLean-Fogg

At MacLean-Fogg, you'll be part of a global manufacturing leader with a 100-year legacy of innovation and excellence. We partner with some of the world's most iconic brands to create high-quality fasteners, components, and engineered solutions for industries that shape the future. With the addition of Mallard Manufacturing, we've expanded into industry-leading gravity flow solutions for material handling. Here, your ideas and skills will make an impact-driving cutting-edge solutions, advancing sustainability, and helping build a better tomorrow. Join a collaborative team where your contributions matter and your career can thrive.
Why Join MacLean-Fogg?

At MacLean-Fogg, we are committed to supporting our employees with a comprehensive benefits package designed to foster growth, well-being, and financial security:

• Competitive Pay & Rewards: Your hard work matters-earn competitive wages with recognition for your contributions.
• Health & Wellness Coverage: Comprehensive medical, dental, and vision plans, with 100% coverage for preventative care.
• On-Demand Pay with PayActiv: Access your earned wages when you need them-no waiting for payday.
• Future Financial Security: 401(k) with company match and profit-sharing to build long-term financial stability.
• Support for Families: Paid parental leave for all parents during life's biggest milestones.
• Smart Savings Options: Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to manage healthcare costs.
• Extra Wellness Perks: Tuition reimbursement, wellness equipment rebates, and free professional therapy sessions through Spring Health.
• Life & Accident Insurance: Protection for you and peace of mind for your loved ones.
• Disability Coverage: Income protection when the unexpected happens.
• Exclusive Vehicle Discounts: Save on new vehicles from leading manuf acturers.
• Work-Life Balance Benefits: Flexible benefits tailored to your personal and family needs.
• Holiday Appreciation: Receive turkeys and hams to enjoy with your family during the holidays.
• Career Growth & Learning: Free access to LinkedIn Learning plus our Leadership Development Program to sharpen your skills and accelerate your career.

Diversity & Inclusion at MacLean-Fogg

Various agencies of the United States Government require employers to maintain information on applicants pertaining to factors such as race, sex, and type of position for which an individual applies. The information requested is voluntary and is for compliance with certain record-keeping requirements. MacLean-Fogg is dedicated to fostering an inclusive and diverse workplace. We actively promote equal opportunity for all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristics. Discover more about your Equal Employment Opportunity rights as an applicant . If you require a reasonable accommodation to participate in our hiring process, please contact careers@macleanfogg.com .

#ZR