Customer Service Representative I

Marathon Electric – Motors and Generators; Town of Wausau (WI); On-site; USD 42,000 - 52,000; Full time

Job summary

WEG is a global electric-electronic equipment company, delivering motors, drives, and automation solutions across multiple sectors. The Customer Service Associate provides professional support via phone, email, and other channels, processes orders, tracks shipments, and coordinates with internal teams to ensure timely delivery and data accuracy.

Maintaining strong customer relationships, addressing inquiries, and escalating complex issues are key responsibilities.

Responsibilities

• Deliver professional and courteous customer service while supporting customer-centric solutions and corporate overserve initiatives.
• Respond to routine customer inquiries through phone, email, and other communication channels in accordance with established policies, procedures, and service standards.
• Process customer orders, quotes, and related transactions accurately and efficiently while meeting established service expectations.
• Build positive customer relationships through responsive communication, follow-up, and timely resolution of routine customer requests.
• Escalate complex customer inquiries, technical questions, or service concerns to appropriate internal resources when necessary.
• Collaborate with cross-functional teams including Credit, Planning, Shipping, Engineering, and Sales to support customer needs and order fulfillment activities.
• Assist customers with order status, product availability, shipment tracking, and other general account-related inquiries.
• Utilize product catalogs, internal systems, and eCommerce tools to provide accurate information and support customer requests.
• Maintain accurate customer records and documentation within company systems to ensure data integrity and effective communication.
• Support resolution of open orders, shipment issues, and customer concerns by coordinating with internal teams and providing timely updates to customers.
• Learn and apply product knowledge, company processes, systems, and customer service best practices to support daily responsibilities.
• Organize and prioritize workload to meet departmental goals, response time expectations, and service commitments.
• Participate in departmental training, team meetings, and continuous improvement initiatives.
• Demonstrate teamwork, accountability, professionalism, and a willingness to learn while contributing to a positive customer experience.

Job description

Responsibilities

• Deliver professional and courteous customer service while supporting customer-centric solutions and corporate overserve initiatives.


• Respond to routine customer inquiries through phone, email, and other communication channels in accordance with established policies, procedures, and service standards.


• Process customer orders, quotes, and related transactions accurately and efficiently while meeting established service expectations.


• Build positive customer relationships through responsive communication, follow-up, and timely resolution of routine customer requests.


• Escalate complex customer inquiries, technical questions, or service concerns to appropriate internal resources when necessary.


• Collaborate with cross-functional teams including Credit, Planning, Shipping, Engineering, and Sales to support customer needs and order fulfillment activities.


• Assist customers with order status, product availability, shipment tracking, and other general account-related inquiries.


• Utilize product catalogs, internal systems, and eCommerce tools to provide accurate information and support customer requests.


• Maintain accurate customer records and documentation within company systems to ensure data integrity and effective communication.


• Support resolution of open orders, shipment issues, and customer concerns by coordinating with internal teams and providing timely updates to customers.


• Learn and apply product knowledge, company processes, systems, and customer service best practices to support daily responsibilities.


• Organize and prioritize workload to meet departmental goals, response time expectations, and service commitments.


• Participate in departmental training, team meetings, and continuous improvement initiatives.


• Demonstrate teamwork, accountability, professionalism, and a willingness to learn while contributing to a positive customer experience.

Founded in 1961, WEG is a global electric-electronic equipment company, operating mainly in the capital goods sector with solutions in electric machines, automation and paints for several sectors, including infrastructure, steel, pulp and paper, oil and gas, mining, among many others.

WEG stands out in innovation by constantly developing solutions to meet the major trends in energy efficiency, renewable energy and electric mobility. With manufacturing units in 17 countries and present in more than 135 countries, the company has more than 45,000 employees worldwide.

WEG’s net revenue reached R$ 32.5 billion in 2023, 52.9% from outside Brazil.

Industrial Electro-Electronic Equipment

This area includes electric motors, drives and industrial automation equipment and services, and maintenance services. Electric motors and other related equipment find applications in practically all industrial segments, in equipment such as compressors, pumps and fans, for example.

Energy Generation, Transmission and Distribution (GTD)

Products and services included in this area are electric generators for hydraulic and thermal power plants (biomass), hydro turbines (small hydroelectric plants or PCH, and hydroelectric generators or CGH)), wind turbines, transformers, substations, control panels and system integration services.

Commercial and Appliance Motors

In this business area, our focus is the market of single phase motors for durable consumer goods, such as washing machines, air conditioners, water pumps, among others.

Paints and Varnishes

In this area, which includes liquid paints, powder paints, and electro-insulating varnishes, we have a very clear focus on industrial applications in Brazil and are expanding to Latin America and other regions.