Customer Service Representative – Americas

Link; Town of Middleton (WI); On-site; USD 38,000 - 62,000; Full time

Job summary

Link USA in Middleton, Wisconsin, seeks a dedicated Customer Service Representative to support clients across the Americas. You will address inquiries, process orders, track shipments, manage returns, and maintain CRM records while collaborating with the sales team to ensure a seamless customer experience.

As part of the Customer Services department, you will help resolve issues promptly, provide product information, and contribute to ongoing improvements.

Qualifications

• Bachelor’s degree in business, communications, or a related field (or equivalent experience).
• Proven experience in a customer service role, preferably within the entertainment technology or related industry.
• Strong communication, interpersonal, and problem-solving skills.
• Proficient in English Language (Spanish also desired).
• Ability to work independently and as part of a team, with a strong focus on customer satisfaction.
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities.
• Proficiency in Salesforce CRM software and other customer service tools.
• Detail-oriented with strong data entry and record-keeping skills.
• Ability to travel occasionally for industry events and training.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and other communication channels.
• Provide detailed product information, including features, benefits, and usage, to customers.
• Assist customers with order placement, tracking, and delivery status updates.
• Resolve customer issues and complaints efficiently and professionally, ensuring high customer satisfaction.
• Collaborate with the sales team to support customer needs and ensure smooth order processing.
• Maintain accurate and up-to-date customer records in the CRM system.
• Coordinate with cross-functional teams to address customer needs and concerns, including logistics, product development, and technical support.
• Process returns, exchanges, and refunds in accordance with company policies.
• Provide feedback to the management team on recurring customer issues and suggest improvements to enhance the customer experience.
• Represent the company at industry events, trade shows, and other customer-facing activities as needed.

Skills

Communication

Problem-solving

Teamwork

English proficiency

Spanish language

Education

Bachelor’s degree in business/related field

Tools

Salesforce CRM

Job description

Customer Service Representative – Americas

Customer Services - MIDDLETON, Wisconsin

Department: Customer Services

Employment Type: Full-Time

Minimum Experience: Mid-level

Company Overview:

Link empowers entertainment and broadcast professionals worldwide to create inspiring performances through disruptive technologies and sustainable practices. Link has a deep understanding of market trends and needs as a global manufacturer of connectors, cables, and distribution equipment for theatre, touring, broadcast, film, and television markets. Our products include power and hybrid power/data distribution equipment, multipin connectors, and cables. Link’s innovative approach streamlines live event operations and ensures timely, budget-conscious delivery of high-performing power and data distribution systems. With headquarters in Rome, Italy, and a Middleton, Wisconsin, USA subsidiary, Link manufactures and distributes a professional range of cables, connectors, and distribution products under its trademarks LK Connectors, Eurocable, PDlink, and DGlink. Founded 35 years ago, Link is recognized for its unique hybrid combinations of cables and connectors that simplify the connection of loudspeaker, video, and lighting systems.

Job Summary:

We seek a dedicated and customer-focused Customer Service Representative to join our team at Link USA in Middleton, Wisconsin. This individual will be responsible for providing exceptional customer service to clients across the Americas. The Customer Service Representative will be crucial in maintaining customer satisfaction and supporting our sales team by addressing customer inquiries, resolving issues, and ensuring a seamless customer experience.

Responsibilities:

• Respond promptly to customer inquiries via phone, email, and other communication channels.
• Provide detailed product information, including features, benefits, and usage, to customers.
• Assist customers with order placement, tracking, and delivery status updates.
• Resolve customer issues and complaints efficiently and professionally, ensuring high customer satisfaction.
• Collaborate with the sales team to support customer needs and ensure smooth order processing.
• Maintain accurate and up-to-date customer records in the CRM system.
• Coordinate with cross-functional teams to address customer needs and concerns, including logistics, product development, and technical support.
• Process returns, exchanges, and refunds in accordance with company policies.
• Provide feedback to the management team on recurring customer issues and suggest improvements to enhance the customer experience.
• Represent the company at industry events, trade shows, and other customer-facing activities as needed.

Requirements:

• Bachelor’s degree in business, communications, or a related field (or equivalent experience).
• Proven experience in a customer service role, preferably within the entertainment technology or related industry.
• Strong communication, interpersonal, and problem‑solving skills.
• Proficient in English Language (Spanish also desired)
• Ability to work independently and as part of a team, with a strong focus on customer satisfaction.
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities.
• Proficiency in Salesforce CRM software and other customer service tools.
• Detail‑oriented with strong data entry and record-keeping skills.
• Ability to travel occasionally for industry events and training.

Compensation:

We offer competitive compensation, including a base salary and a comprehensive benefits package.

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