Customer Service Representative II

Marathon Electric – Motors and Generators; Town of Wausau (WI); Sur place; USD 52 000 - 76 000; Plein temps

Résumé du poste

Marathon Electric – Motors and Generators is seeking an experienced Customer Service and Order Management Specialist in Wisconsin. You will serve as the main contact for customers, distributors, and sales representatives, and you will enter and maintain orders in ERP/CRM systems.

You will verify configurations, pricing, and delivery details, coordinate with engineering, manufacturing, logistics, and finance, and monitor orders to communicate changes or risks.

Responsabilités

• Serve as a primary point of contact for customers, distributors, sales reps, and internal stakeholders.
• Respond to inquiries on products, pricing, availability, lead times, orders, shipping, documentation, and returns.
• Enter, review, update, and maintain customer orders in ERP, CRM, or order-management systems.
• Verify configurations, quantities, pricing, delivery requirements, shipping details, and customer specs.
• Coordinate with Sales, Engineering, Manufacturing, Materials, Logistics, Quality, Finance, and others to support needs.
• Monitor order progress and communicate changes, delays, shortages, or risks proactively.
• Provide order confirmations, shipment updates, invoices, product information, and related docs.
• Handle special configurations, engineering changes, substitutions, cancellations, expedites, and delivery adjustments.
• Investigate and resolve order discrepancies, shipment issues, billing concerns, and service complaints.
• Support returns, warranty, replacement, and nonconforming-product processes per procedures.
• Maintain accurate customer records, contacts, notes, orders, and case documentation.
• Track open issues and follow up with responsible departments until resolution.
• Escalate complex issues appropriately.
• Identify recurring problems and recommend improvements to service and order-management processes.
• Assist with customer onboarding, product training, account reviews, and service-related meetings.
• Help prepare reports on backlog, delivery performance, inquiries, complaints, and service metrics.
• Protect confidential customer, pricing, product, and company information.
• Follow company policies, quality procedures, export requirements, and ethical practices.
• Perform other related duties as assigned.

Outils

ERP systems

CRM systems

Order management systems

Description du poste

• Serve as a primary point of contact for customers, distributors, sales representatives, and internal stakeholders.
• Respond to inquiries regarding products, pricing, availability, lead times, order status, shipping, documentation, and returns.
• Enter, review, update, and maintain customer orders in ERP, CRM, or order-management systems.
• Verify product configurations, quantities, pricing, delivery requirements, shipping information, and customer specifications.
• Coordinate with Sales, Engineering, Manufacturing, Materials, Logistics, Quality, Finance, and other departments to support customer requirements.
• Monitor order progress and communicate changes, delays, shortages, or potential risks proactively.
• Provide accurate order confirmations, shipment updates, invoices, product information, and related documentation.
• Manage customer requests involving special configurations, engineering changes, substitutions, cancellations, expedites, and delivery adjustments.
• Investigate and resolve order discrepancies, shipment issues, billing concerns, product questions, and service complaints.
• Support return material authorization, warranty, replacement, and nonconforming-product processes in accordance with company procedures.
• Maintain accurate customer records, contacts, notes, order information, and case documentation.
• Track open issues and follow up with responsible departments until resolution.
• Escalate complex technical, commercial, quality, or delivery issues appropriately.
• Identify recurring problems and recommend improvements to customer service and order-management processes.
• Support customer onboarding, product training, account reviews, and service-related meetings as required.
• Help prepare reports related to order backlog, delivery performance, customer inquiries, complaints, and service metrics.
• Protect confidential customer, pricing, product, and company information.
• Follow company policies, quality procedures, export requirements, and ethical business practices.
• Perform other related duties as assigned.

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.

Our business areas are divided as follows.

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.