CUSTOMER SERVICE REPRESENTATIVE

Castolin Eutectic is a global provider of surface protection applications and solutions. Since 1906, we have brought innovative products and solutions to our customers, challenging ourselves to extend useful life, reduce maintenance costs, and increase industrial productivity while upholding our deep-rooted belief in sustainability. We employ a diverse team worldwide in over 25 countries who represent our core values of customer orientation, integrity, respect, team spirit, and trust.

About the role

This is a 100% onsite position at our Menomonee Falls facility. The Customer Service Representative provides general customer service for internal and external customers.

Responsibilities

• Respond to all inquiries from internal/external customers and TSRs regarding price, availability, order status, and other inquiries through phone, email, or fax.
• Address customer issues and concerns, taking appropriate action to resolve them and communicate resolutions, including issuing RMAs, initiating customer complaint forms, processing billing corrections, researching and resolving freight claims, and shipping errors.
• Receive and enter orders accurately and in a timely manner; send out order acknowledgments.
• Maintain order status and inform customers or TSRs if any issues arise.
• Ensure paperwork pertinent to each order is contained in appropriate folders.
• Prepare domestic and international freight documents and create quotes.
• Work with a variety of freight forwarders and shippers to ensure timely deliveries.
• Occasionally work with the shipping department.
• Perform other tasks as defined.

Requirements

• Associate degree preferred.
• 2-3 years of previous customer service experience.
• Previous experience in a manufacturing setting preferred.
• Experience with shipping international and domestic orders.
• Experience with hazardous material shipping and documentation preferred.
• Proficiency with computers and Microsoft Office products.

Skills

• Good telephone mannerisms.
• Outgoing personality with a positive attitude for resolving customer problems and complaints.
• Ability to multitask and communicate effectively.
• Detail-oriented with strong organizational skills.
• Ability to work in a fast-paced, team-oriented environment.
• Versatility in undertaking a variety of tasks.
• Capable of working as a team member in an occasionally pressurized environment.
• Administratively articulate.
• Good working knowledge of Microsoft Excel.

Benefits

• Medical, HSA, and FSA plans.
• Dental and vision coverage.
• Company-paid life insurance and short-term disability.
• 401(k) with company match.
• Generous paid time off policy and paid holidays.
• Voluntary life insurance, long-term disability, accident insurance, critical illness, and hospital indemnity insurance.
• Referral bonus.
• Alternate work schedules.