Customer Service Representative

Ellsworth Corporation; Village of Germantown (WI); Hybrid; USD 35,000 - 52,000; Full time

Benefits offered by this job

Competitive wage and benefits

Job summary

Ellsworth Adhesives, a division of Ellsworth Corporation, invites you to join as a Customer Service Representative in Germantown, WI. This hybrid role supports the Specialty Chemical Distribution division and focuses on delivering top-notch customer experiences across orders, quotes, and inquiries.

You will collaborate with purchasing, shipping, and credit teams, navigate ERP/CRM systems, and escalate complex issues as needed. A minimum of 3+ years in customer service is preferred.

Qualifications

• 3+ years of professional customer service experience.
• High School diploma or equivalency required.
• Associate’s degree preferred.
• Demonstrated proficiency in keyboarding skills - ability to type approx. 45+ words per minute.
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems.
• Basic to intermediate excel skills preferred.
• Experience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferred.
• Experience navigating and utilizing corporate websites & eCommerce platforms, including chat functionality, preferred.
• Consistently demonstrates approachability with team members and is team oriented.

Responsibilities

• Processes incoming requests via chat, phone, web, or CRM for orders, quotes, product inquiries, expedites, and RMAs proficiently.
• Works with internal teams such as purchasing, shipping and credit to provide customer updates.
• Follows detailed contract review/audit guidelines on order entry.
• Executes customer sample requests and processes order updates and changes.
• Handles standard customer escalations with first contact resolution when possible.
• Identifies potential breakdowns in the customer experience and addresses issues proactively.
• Contributes to training material/initiatives/topics in the department.
• Demonstrates product, system and customer expertise.

Skills

Customer service

Keyboarding

SharePoint

MS Teams

Windows OS

Excel

ERP systems

CRM platforms

eCommerce platforms

Team oriented

Education

High School diploma

Associate’s degree

Tools

SharePoint

MS Teams

Windows Operating Systems

Microsoft Dynamics

Job description

Job Description: What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common? Ellsworth Adhesives specs in materials in each of those products! Ellsworth Corporation, a global, industry leading distributor of specialty chemicals and equipment and adhesive manufacturer currently has a Customer Service Representative opportunity at Ellsworth Adhesives. This role reports into our Specialty Chemical Distribution (SCD) Division located in Germantown, WI. This is a hybrid role. This is an exciting time to be a part of Ellsworth, come join our team! Ellsworth Corporation is a family‑run company that has had continuous growth for over 50 years. We are an industry‑leading global distributor, manufacturer, and packager of adhesives used by cell phone, medical device, aerospace, and electric vehicle industries!Click here to see our state‑of‑the‑art facility and distribution center and learn more about our business, and here to find out more about the industries we serve, and here to learn about our consumer and manufacturing divisions. You will drive the customer experience. You will also process incoming transactional customer requests with a strong sense of urgency/accountability.

Responsibilities

• Processes incoming requests via chat, phone, web, or Customer Relationship Management System (CRM) for orders, quotes, product inquiries, expedites, and Return Material Authorizations (RMA’s) proficiently without regular assistance
• Works with internal teams with a high sense of accountability and urgency, such as purchasing, shipping and credit, in order to provide customer updates
• Follows detailed contract review/audit guidelines on order entry
• Executes customer sample requests and processes order updates and changes
• Handles standard customer escalations, autonomously with first contact resolution when possible
• Proactively identifies potential breakdowns in the customer experience and gets ahead of customer issues, including customer shelf-life discrepancies
• Contributes to training material/initiatives/topics in the department
• Demonstrates a high level of product, system and customer expertise
• Acts as escalation point for new hires and handles complex customer inquiries and conflict with minimal assistance

Perks & Benefits

• As an industry leader, we offer a competitive wage, bonus plan, and a comprehensive benefit package which includes Health, Prescription, Dental, Vision, Life, Disability, Flexible Spending, 401(k), Employee Assistance, Paid Time Off and Holidays, Wellness Program, Social Events, Community Involvement and much more!

Click Here for a summary of Employee Benefits.

Qualifications

• 3+ years of professional customer service experience.
• High School diploma or equivalency required.
• Associate’s degree preferred.
• Demonstrated proficiency in keyboarding skills - ability to type approx. 45+ words per minute
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems
• Basic to intermediate excel skills preferred
• Experience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferred
• Experience navigating and utilizing corporate websites & eCommerce platforms, including chat functionality, preferred
• Consistently demonstrates approachability with team members and is team oriented.

Equal Opportunity Employer

Ellsworth Corporation is an Equal Opportunity Employer providing equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, pregnancy, genetics, or any other legally protected status.

If you are an individual with a disability and require a reasonable accommodation for any part of our employment process, please follow the instructions on our Accessibility Accommodation for Applicantspage of our Careers website.

Ellsworth Corporation is an industry leading global corporation, we specialize in the distribution, manufacturing and custom packaging of adhesives, specialty chemicals and dispensing equipment. We stand apart from the competition by going above and beyond high quality products. We offer expert assistance, valuable services, decades of experience, and a host of resources to ensure we’re providing the best possible solution for our customers’ applications. #CUSTOMERSERVICE #ORDERENTRY #QUOTES #SCD At Ellsworth, people are at the center of everything we do. We’re a global organization built on long standing values, integrity, respect, collaboration, and a relentless focus on our customers. We believe great outcomes start with great people. That’s why we invest in an environment where curiosity is encouraged, expertise is valued, and individuals are empowered to make a meaningful impact—for our customers, our teams, and their own growth. No matter your role, you’ll find that customer focus is part of every job at Ellsworth. We work across disciplines and regions to solve complex challenges, support real world production needs, and build solutions that last. This is a place where your work matters, your voice is heard, and your growth is supported. You’re in the right place and we’re glad you’re here.