Customer Care Advocate II: Expert Support & Solutions

WEG; Town of Wausau (WI); On-site; USD 42,000 - 56,000; Full time

Job summary

WEG is seeking a Customer Care Advocate II to be the primary contact for orders, quotes, product questions, and other inquiries. This on-site role in Wausau, WI emphasizes ownership, accountability, and responsiveness to ensure a seamless customer experience.

The ideal candidate has 1–3 years in customer care, solid keyboarding, and working knowledge of Outlook, SharePoint, MS Teams, Excel, and ERP systems such as Oracle or SAP.

Qualifications

• High School diploma required; college degree or equivalent work experience preferred.
• 1–3 years of professional Customer Care experience.
• Demonstrated keyboarding skills; typing approx. 45+ words per minute.
• Experience with Microsoft Outlook, SharePoint, MS Teams, Windows OS.
• Intermediate Excel skills required.
• Experience with Oracle or SAP (ERP) preferred.
• CRM platforms such as Salesforce or Microsoft Dynamics experienced.
• Experience navigating corporate websites & eCommerce platforms required.
• Demonstrated mechanical or technical aptitude; ability to read drawings is desired.

Responsibilities

• Receives and processes orders via phone, fax, or email, verifying information for accuracy and on-time delivery.
• Handles internal and external inquiries, quotes, and orders using established policies and procedures.
• Builds strong customer relationships and delivers customer-centric solutions.
• Supports corporate initiatives aimed at overserving customers and delivering an effortless experience.
• Plans and prioritizes daily workload to meet commitments and goals.
• Handles escalations with first-contact resolution when possible.
• Coordinates with Shipping, Credit, Planning, and other teams to resolve issues and open orders.
• Contributes to training and tools development within the department.
• Effectively handles conflicts with minimal assistance.
• Increases product knowledge to answer inquiries and suggests alternatives; navigates catalog/eCommerce tools.
• Assists the Customer Service Team and customers in troubleshooting and solutioning.
• Works with Engineering to verify complex requests, including CAD drawings.
• Provides ongoing technical support to internal stakeholders as required.

Skills

Customer care

Communication

Typing speed 45+ wpm

Microsoft Outlook

SharePoint

MS Teams

Windows OS

Excel (intermediate)

Oracle/SAP ERP

CRM: Salesforce or MS Dynamics

Navigate websites & eCommerce

Read CAD drawings (desirable)

Education

High School diploma

College degree preferred

Tools

Oracle

SAP

CRM platforms (Salesforce/MS Dynamics)

Job description

WEG is seeking a Customer Care Advocate II to be the primary contact for orders, quotes, product questions, and other inquiries. This on-site role in Wausau, WI emphasizes ownership, accountability, and responsiveness to ensure a seamless customer experience.

The ideal candidate has 1–3 years in customer care, solid keyboarding, and working knowledge of Outlook, SharePoint, MS Teams, Excel, and ERP systems such as Oracle or SAP.