Customer Experience Technician

Waupaca Foundry, Inc.; Tell City (IN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Short and long term disability

Life insurance

401(k)

Employer funded retirement plan

Paid vacations/holidays

Wellness program

Fitness membership

Employee assistance program (EAP)

Job summary

A leading foundry company is seeking a Customer Experience Technician to be the primary contact for customers, ensuring satisfaction through effective order management and communication. The ideal candidate should have a high school diploma, with a preference for a degree in business or manufacturing, along with 3-5 years of experience in customer service. Excellent communication skills and detail orientation are essential. The position offers a range of benefits and a commitment to continuous improvement.

Qualifications

• 3-5 years of customer service experience preferred.
• Excellent verbal and written communication skills.
• Basic understanding of metal casting processes is a plus.

Responsibilities

• Serve as the primary point of contact for customer inquiries.
• Monitor order progress and update customers on changes.
• Build and maintain strong relationships with customers.
• Maintain accurate records of customer interactions and orders in CRM systems.
• Collaborate with sales, production, planning, accounting, and logistics to align needs with schedules.
• Support continuous improvement and upsell opportunities with customers.

Skills

Customer service

Problem-solving

Communication

Organization

Attention to detail

Education

High school diploma

Bachelor’s degree in business, manufacturing, or related field

Tools

SAP

AS400

Oracle

Job description

Waupaca Foundry, Inc. is North America’s leading supplier of iron castings and has a history of innovation with a legacy of product quality. Waupaca Foundry employs approximately 4,400 people company-wide.

Waupaca Foundry is committed to relentless improvement, forward-thinking sustainability initiatives, and providing a reliable experience to the millions who use our castings every day. Our goal is to employ individuals who take pride in their work within a culture of continual innovation.

Waupaca Foundry is proud to be an employer of choice for those driven and skilled individuals seeking rewarding careers by producing top quality castings.

You will be right at home at Waupaca Foundry.

The Customer Experience Technician (CET) in the foundry business serves as the primary point of contact between the company and its customers. They ensure customer satisfaction by managing orders, addressing inquiries, and resolving issues promptly. The CET collaborates with sales, production, inventory planning, and logistics teams to guarantee seamless order fulfillment and strong client relationships.

RESPONSIBILITIES / DUTIES

• Safety:
  • This position requires adherence to all company safety policies and procedures.
  • Employees are expected to use equipment properly, report any unsafe conditions or hazards, wear appropriate PPE, and participate in required safety training.
  • A clean and organized workspace is essential for safety, and all employees are expected to maintain a safe work environment.
• Customer Communication:
  • 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.
• Order Management:
  • Resolve customer order escalation issues.
  • Monitor order progress, proactively updating customers on any changes or delays.
  • Interface with Production Planning to ensure lead time and on-time delivery is achieved.
• Relationship Management:
  • Escalate to management when applicable.
  • Build and maintain strong relationships with customers, understanding their specific needs and preferences.
  • Handle complaints and issues professionally, ensuring quick resolutions and customer satisfaction.
• Collaboration with Internal Teams:
  • Achieve upselling KPI annually.
  • 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.
• Documentation and Reporting:
  • 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.
• Quality and Issue Resolution:
  • 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.
  • Communicate internally market trends, customer indications, and potential risks associated with customer activities.
  • 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.

This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions" for purposes of the ADA.

PREFERRED EDUCATION / QUALIFICATIONS 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.
• Communication: Excellent verbal and written communication skills to interact with internal teams.
• Problem-Solving: Ability to quickly identify and resolve order and system-related issues.
• Organization: Strong attention to detail and the ability to manage multiple tasks simultaneously.
• 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.

If selected for consideration, candidates must successfully complete a selection process that includes interviews, reference check/verification, and a pre-employment drug screen.

BENEFITS

• Short and long term disability
• Life insurance
• 401(k)
• Employer funded retirement plan
• Paid vacations/holidays
• Wellness program
• Fitness membership
• Employee assistance program (EAP)

Waupaca Foundry is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Persons with a disability needing assistance with the application process, please contact Human Resources at

Phone: [phone]
Email: [e-mail]

Equal Opportunity Employer, including disabled and veterans.