Customer Service Representative- Waudena

Company Overview

Founded in 1947 and headquartered in Schofield, Wisconsin, Wausau Supply Company provides top‑quality building materials to authorized retailers across the United States. As a 100 % employee‑owned company, it distributes products from leading manufacturers and offers its own manufactured brands, including Diamond Kote Siding System, Waudena, ChamClad and Taylor Entrance Systems. With nineteen distribution centers and five fabrication facilities nationwide, Wausau Supply is committed to innovation, safety, service and integrity.

Benefits

• 3 weeks paid vacation within the first year
• 9 paid holidays
• Employee Stock Ownership Program (100 % employee owned)
• 401(k) retirement plan with additional employee contribution opportunity
• Health, dental, vision, short‑term and long‑term disability coverage
• Employee Assistance Program
• Opportunities for advancement
• Training and development programs
• Employee material purchase program

Responsibilities

• Handle a large volume of incoming calls, emails, and web‑chat interactions.
• Identify and anticipate customer needs, communicating solutions empathetically and courteously.
• Work toward first‑call resolution for questions, quotes, and orders, including taking orders on the fly and organizing information.
• Clearly convey product features and benefits using language the customer understands, considering regional and industry terminology.
• Collaborate with other departments to ensure a consistent customer experience and leverage information uncovered during interactions.
• Navigate resources creatively to build knowledge, problem‑solve, and grow.
• Cross‑train to assist with quote requests and entry of EQ orders.
• Negotiate pricing to secure business while maintaining long‑term relationships.
• Follow internal procedures to promote consistent, efficient service.
• Meet or exceed established metrics for quantity and quality.
• Supplement other departments during slow periods, including Marketing, Production, and Human Resources.

Requirements

• High School Diploma.
• Proficiency in typing skills.
• Ability to sustain long periods at a desk with continuous phone calls.
• Willingness to assist other departments during non‑peak periods.
• Reports to: Waudena Customer Service Supervisor.

Qualifications

• Consistently positive and helpful attitude with customers and co‑workers.
• Empathy, patience, and care in every interaction.
• Effective verbal and written communication, adaptable to regional and industry terms.
• Strong organizational skills with minimal oversight.
• Proficient time‑management and task‑prioritization abilities.
• Independent decision‑making, initiative, and accountability.
• Openness to coaching, criticism, and ideas from others.
• Natural curiosity about customers’ businesses and the ability to ask relevant questions that benefit both the customer and WSC.