Customer Experience Specialist

About the role

Waupaca Foundry, Inc. is North America’s leading supplier of iron castings with a history of innovation and a legacy of product quality. The company employs approximately 4,400 people and is committed to relentless improvement, forward‑thinking sustainability initiatives, and providing a reliable experience to the millions who use its castings every day. Waupaca Foundry seeks individuals who take pride in their work within a culture of continual innovation and offers rewarding careers producing top‑quality castings.

Responsibilities

• Adhere to all company safety policies and procedures; use equipment properly, report unsafe conditions, wear appropriate PPE, participate in safety training, and maintain a clean, organized workspace.
• Assume direct responsibility for managing the Customer Experience Technician at the respective facility.
• Address human resource issues and engage employees in training initiatives.
• Fulfill managerial duties per company policies, ensuring employee compliance, including time‑card approval and vacation recording.
• Respond to customer inquiries via phone, email, portals, and in person regarding products, packaging, pricing, lead times, and order status.
• Provide technical information about castings, alloys, and manufacturing processes, collaborating with internal and external resources.
• Resolve customer order escalation issues.
• Monitor order progress and proactively update customers on any changes or delays.
• Interface with Production Planning to ensure lead time and on‑time delivery (OTD) are achieved.
• Build and maintain strong relationships with customers, understanding their specific needs and preferences.
• Handle complaints and issues professionally, ensuring quick resolutions and customer satisfaction; escalate to management when applicable.
• Work closely with production, quality assurance, production planning, accounting, and logistics teams to align customer requirements with manufacturing/shipping schedules.
• Facilitate customer requirements with I.T. (barcode, shipping paperwork, etc.).
• Assist the sales team by providing customer feedback and identifying potential opportunities for upselling or new business.
• Achieve upselling KPI annually.
• Maintain accurate records of customer interactions, orders, and communications using CRM systems.
• Prepare regular reports on customer activity, open orders, and any ongoing issues.
• Ensure customer scorecards are reviewed and are accurate for monthly reviews.
• Support the quality team by gathering customer feedback on product performance and addressing any quality‑related concerns.
• Help coordinate returns, replacements, or credits when necessary.
• Identify areas for improving customer service processes and support the implementation of best practices.
• Support continuous improvement initiatives to optimize production processes and reduce costs.
• Stay informed about foundry products, processes, and industry trends to better serve clients.
• Communicate internally market trends, customer indications, and potential risks associated with customer activities.

Requirements

• Education: High school diploma required; bachelor’s degree in business, manufacturing, or related field preferred.
• Preferred Experience: 3‑5 years of customer service, preferably within a manufacturing or foundry setting.
• Proficiency with EDI systems and ERP software (such as SAP, AS400, Oracle, or similar platforms) is preferred.
• Strong computer skills, including Microsoft Office (Excel, Word, Outlook).

Skills

• Excellent verbal and written communication skills to interact with internal teams.
• Ability to quickly identify and resolve order and system‑related issues (problem‑solving).
• Strong attention to detail and the ability to manage multiple tasks simultaneously (organization).
• Basic understanding of metal casting processes, materials, and industry terminology is a plus.
• Travel required as needed, such as attending meetings, customer visits, or events.

Benefits

• Competitive wages
• 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