Customer Service Specialist

Gorilla Mill; Waukesha, Northern (WI, KY); Hybrid; USD 40,000 - 54,000; Full time

Job summary

Gorilla Mill in Wisconsin seeks a Customer Service Representative to be the primary contact for customers, supporting order processing, inquiries, and cross-functional communication to ensure a best-in-class experience. You will enter orders in Epicor ERP and coordinate with internal teams to meet customer needs.

The ideal candidate thrives in a fast-paced manufacturing environment, with strong attention to detail, professionalism, and a customer-focused mindset.

Qualifications

• Minimum of 2 years of customer service, administrative, order entry, or related experience.
• High school diploma or equivalent required.
• Strong computer skills, including Microsoft Office.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• High level of attention to detail and accuracy.

Responsibilities

• Serve as a primary point of contact for customers via phone, email, and other channels.
• Provide professional, timely, and courteous responses to inquiries.
• Build positive relationships with customers through exceptional service.
• Follow up on requests to ensure timely resolution and updates.
• Accurately enter customer orders into Epicor ERP.
• Review orders for completeness and accuracy, including pricing and delivery details.
• Process order changes, revisions, cancellations, and updates as needed.
• Monitor order status and communicate updates, delays, and changes.
• Collaborate with internal teams to support customer needs.
• Coordinate information flow between customers and internal departments.
• Maintain accurate customer and order records in Epicor and other systems.
• Ensure data integrity and detailed documentation of interactions.
• Support process improvements to increase efficiency and customer satisfaction.

Skills

Customer service

Order entry

Communication

Attention to detail

Time management

Multitasking

Education

High School Diploma

Tools

Epicor ERP

Microsoft Office

Job description

Description

At Gorilla Mill, we're not just in the business of precision tooling, we're committed to delivering exceptional customer experiences. Quality, speed, and reliability are at the core of everything we do, and our customers count on us to provide responsive support, accurate solutions, and seamless experience from inquiry to delivery. We are seeking a customer-focused, detail-oriented Customer Service Representative to serve as a primary point of contact for our customers. In this role, you will support order processing, customer inquiries, and cross-functional communication while ensuring every interaction reflects our commitment to excellence. Responsibilities include accurately entering and managing customer orders within Epicor ERP, providing timely updates, coordinating customer requests with internal departments, and helping deliver a best-in-class customer experience.

The ideal candidate thrives in a fast-paced manufacturing environment, possesses strong attention to detail, and is passionate about building lasting customer relationships through responsiveness, accuracy, professionalism, and proactive problem-solving.

Essential Duties and Responsibilities

• Serve as a primary point of contact for customers via phone, email, and other communication channels.
• Provide professional, timely, and courteous responses to customer inquiries.
• Build positive relationships with customers through exceptional service and communication.
• Follow up on customer requests to ensure timely resolution and communication.
• Accurately enter customer orders into Epicor ERP.
• Review orders for completeness and accuracy, including pricing, quantities, requested delivery dates, shipping requirements, and other key details.
• Process order changes, revisions, cancellations, and updates as needed.
• Monitor order status and communicate updates, delays, and changes to customers.
• Work closely with other internal teams to support customer needs.
• Coordinate information flow between customers and internal departments.
• Maintain accurate customer and order records within Epicor and other company systems.
• Ensure data integrity and detailed documentation of customer interactions.
• Support process improvements that increase efficiency, accuracy, and customer satisfaction.

Requirements

• High School Diploma or equivalent.
• Minimum of 2 years of customer service, administrative, order entry, or related experience.
• Strong computer skills, including Microsoft Office.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• High level of attention to detail and accuracy.