Customer Service Technician

CUSTOMER SERVICE TECHNICIAN

Waupaca Foundry seeks a Customer Service Technician to play a crucial role in supporting customer interactions focused on electronic data interchange (EDI) order entry and processing. The position ensures accurate and timely handling of customer orders, resolves issues efficiently, and collaborates with internal teams to maintain high levels of customer satisfaction. The role aligns customer order entry into production planning to ensure on-time delivery and order fulfillment accuracy.

The Customer Service Technician in the foundry industry plays a crucial role in supporting customer interactions, focusing on electronic data interchange (EDI) order entry and processing. This position ensures accurate and timely handling of customer orders, resolves issues efficiently, and collaborates with internal teams to maintain high levels of customer satisfaction. It aligns customer order entry into production planning to ensure OTD and order fulfillment is accurate.

• Order Entry and Processing:
  • Manage customer orders through EDI systems, ensuring accuracy in product details, quantities, and delivery schedules, including lead time and capacity utilization.
  • Verify incoming orders for completeness and resolve discrepancies by coordinating with customers and internal teams.
  • Monitor order status, providing updates to customers and addressing any changes or delays.
• Customer Communication:
  • Serve as a point of contact for customer inquiries related to orders, shipping, and product information.
  • Escalate to the Customer Service Representative if unable to resolve or to mitigate risk.
  • Respond to customer requests via phone, email, and EDI portals in a professional and timely manner.
• System Management and Reporting:
  • Maintain accurate records of orders, customer interactions, and issue resolutions using ERP and EDI systems.
  • Generate daily reports on order status, backlogs, and shipping schedules for internal use.
• Cross-Functional Collaboration:
  • Work closely with production, shipping, and quality teams to align order requirements with manufacturing schedules.
  • Communicate customer needs and priorities to ensure on-time delivery and product quality.
  • Escalate to Supply Chain and Sales as needed to ensure customer fulfilment is met.
• Issue Resolution:
  • Identify and troubleshoot EDI errors, working with IT support or external partners as needed.
  • Handle order discrepancies, returns, and complaints, ensuring swift resolution and customer satisfaction.
  • Interface with sales team regarding any pricing issues or parts that are becoming inactive or obsolete according to customer demand.
• Continuous Improvement:
  • Suggest process improvements to enhance order accuracy, EDI functionality, and customer service efficiency.
  • Stay updated on foundry products, manufacturing processes, and customer requirements.
  • Communicate any customer market changes or requests to the appropriate departments.

• Education:
  • High school diploma or GED required; associate degree or technical certification preferred.
• Experience:
  • 1–3 years of customer service experience in a manufacturing or foundry environment.
• Technical
  
  Skills:
  • Proficiency with EDI systems and ERP software (such as SAP, AS400, Oracle, or similar platforms).
  • Strong computer skills, including Microsoft Office (Excel, Word, Outlook).
• Communication:
  • Excellent verbal and written communication skills to interact with customers and internal teams.
• Problem-Solving:
  • Ability to quickly identify and resolve order and system-related issues.
• Organization:
  • Strong attention to detail and the ability to manage multiple tasks simultaneously.
• Teamwork:
  • Collaborative mindset to work effectively across departments.

Waupaca Foundry offers competitive wages and exceptional benefits, including:

• Medical, dental, vision
• Short and long term disability
• Life insurance
• 401(k)
• Employer funded retirement plan
• Paid vacations/holidays
• Wellness program
• Fitness membership
• Employee assistance program (EAP)
• Employer supported career development, including tuition reimbursement

Waupaca Foundry is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.