Customer Service Representative II

Marathon Electric, LLC; Town of Wausau (WI); On-site; USD 55,000 - 85,000; Full time

Job summary

WEG seeks a skilled professional to act as the primary contact for customers, distributors, and internal teams. You will enter and maintain orders in ERP/CRM, verify configurations and pricing, and provide timely shipment updates.

You will coordinate with Sales, Engineering, Manufacturing, Materials, Logistics, and Finance to support customer requirements. Additionally, you will monitor progress, escalate risks, resolve discrepancies, and handle returns, substitutions, and service-related

Qualifications

• Experience handling customer inquiries and orders in ERP/CRM environments.
• Ability to verify configurations, pricing, delivery requirements and shipping details.
• Strong communication with customers and internal teams to resolve issues.
• Proven problem-solving skills and attention to detail.

Responsibilities

• Serve as primary contact for customers, distributors, and sales reps.
• Enter, review, update, and maintain customer orders in ERP/CRM systems.
• Verify product configurations, quantities, pricing, and delivery requirements.
• Coordinate with Sales, Engineering, Manufacturing, Logistics, Quality, and Finance.
• Monitor order progress and communicate changes or delays proactively.
• Provide order confirmations, shipment updates, invoices, and related docs.
• Investigate and resolve order discrepancies, shipping issues, or billing concerns.
• Support returns, substitutions, and nonconforming-product processes.
• Prepare reports on backlog, delivery performance, inquiries, and service metrics.

Skills

Customer service

Order management

Cross-functional coordination

ERP systems

CRM systems

Problem solving

Communication

Tools

ERP software

CRM

MS Excel

Job description

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$ 32.5billion 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. 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.