Customer Service Representative

Job Title: Customer Service Representative

Leader:Office Manager

Location: Marshfield, WI

Join a family-owned company where teamwork, quality, and people come first. At Counter-Form, you’ll have opportunities to grow, learn new skills, and be part of a team that takes pride in building products made to last.

Why Work at Counter-Form?

• Competitive Pay
• 80 Hours of Paid Time Off (PTO) available upon hire
• Paid Holidays – Eligible upon hire
• Comprehensive Benefits Package – Including Company-Paid Life Insurance & Short-Term Disability, with eligibility beginning the 1st of the month following 30 days of employment.
• 401(k) with up to a 5% employer contribution
• Performance Reviews at 2 months, 6 months, 12 months, and annually thereafter

Full-time; schedule may vary based on workload and overtime may be required.

Monday–Thursday, 7:30 AM–4:30 PM, with one weekday ending at approximately 1:00 PM;
Friday, 7:00 AM–2:00 PM.

The Customer Service Representative (CSR) is responsible for supporting customer interactions, processing orders, and ensuring a positive customer experience. This role works closely with customers, sales, and internal teams to provide accurate information, resolve issues, and support project and order execution.

CSRs contribute to the full customer experience—from initial inquiry through order completion—while helping maintain efficient workflows and strong communication across teams.

• Respond to customer inquiries via phone, email, or other communication channels.
• Provide product and service information to support customer needs.
• Communicate clearly and professionally to ensure a positive experience.

• Process customer orders and service requests with accuracy.
• Provide updates on order status to customers and internal teams.
• Coordinate with internal teams to support timely and accurate order completion.
• Follow up on open orders to ensure completion.
• Assess customer concerns and determine appropriate next steps.
• Resolve standard issues or coordinate with internal teams for support.
• Escalate complex issues as needed and ensure follow-up.

• Manage multiple tasks and priorities while maintaining accuracy.
• Support team productivity and overall workflow.
• Contribute to improving processes and communication.
• Work closely with internal teams to support customer needs and order execution.
• Partner with dealers, sales, and internal stakeholders to ensure alignment.
• Prepare and provide sales tools and support materials for dealers and sales representatives.
• Maintain clear and professional communication across teams.

• Utilize internal systems for order entry, tracking, and communication.
• Maintain accurate and organized records.

• Follow company policies, procedures, and workplace standards.
• Maintain a clean and organized work environment.

Perform other duties as assigned

• Strong communication and customer service skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Attention to detail and organization.
• Problem-solving mindset and ability to adapt.
• Ability to work independently and as part of a team.
• Proficiency in computer systems (Microsoft Office or similar).
• Strong verbal and written communication skills in English, with the ability to communicate clearly and effectively.

• Education:
  
  High school diploma or equivalent required. Associate’s or Bachelor’s degree in business, communication, or related field preferred.
• Experience:
  
  Customer service, administrative, or office experience preferred.
• Ensures Accountability:
  Holds self and others accountable to meet commitments. Follows through on responsibilities and…