Customer Experience & Order Support Specialist

Gorilla Mill; Waukesha, Northern (WI, KY); Hybrid; USD 40,000 - 54,000; Full time

Job summary

Gorilla Mill in Wisconsin seeks a Customer Service Representative to be the primary contact for customers, supporting order processing, inquiries, and cross-functional communication to ensure a best-in-class experience. You will enter orders in Epicor ERP and coordinate with internal teams to meet customer needs.

The ideal candidate thrives in a fast-paced manufacturing environment, with strong attention to detail, professionalism, and a customer-focused mindset.

Qualifications

• Minimum of 2 years of customer service, administrative, order entry, or related experience.
• High school diploma or equivalent required.
• Strong computer skills, including Microsoft Office.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• High level of attention to detail and accuracy.

Responsibilities

• Serve as a primary point of contact for customers via phone, email, and other channels.
• Provide professional, timely, and courteous responses to inquiries.
• Build positive relationships with customers through exceptional service.
• Follow up on requests to ensure timely resolution and updates.
• Accurately enter customer orders into Epicor ERP.
• Review orders for completeness and accuracy, including pricing and delivery details.
• Process order changes, revisions, cancellations, and updates as needed.
• Monitor order status and communicate updates, delays, and changes.
• Collaborate with internal teams to support customer needs.
• Coordinate information flow between customers and internal departments.
• Maintain accurate customer and order records in Epicor and other systems.
• Ensure data integrity and detailed documentation of interactions.
• Support process improvements to increase efficiency and customer satisfaction.

Skills

Customer service

Order entry

Communication

Attention to detail

Time management

Multitasking

Education

High School Diploma

Tools

Epicor ERP

Microsoft Office

Job description

Gorilla Mill in Wisconsin seeks a Customer Service Representative to be the primary contact for customers, supporting order processing, inquiries, and cross-functional communication to ensure a best-in-class experience. You will enter orders in Epicor ERP and coordinate with internal teams to meet customer needs.

The ideal candidate thrives in a fast-paced manufacturing environment, with strong attention to detail, professionalism, and a customer-focused mindset.