Customer Service Representative

Menomonee Falls, WI, N92 W14555 Anthony Avenue, Menomonee Falls, Wisconsin, United States of America

Posted Thursday, December 18, 2025 at 7:00 AM

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.

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

• 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.

• 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.

• 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.

• 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.

• Perform other responsibilities as assigned to support business objectives.

• 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.
• Teamwork
• Ability to work effectively within a team.
• Strong collaboration and interpersonal skills.
• Problem-Solving & Analysis
• Proficient in managing and…