Customer Service Technical Specialist

Construction Forms Inc; Port Washington (WI); On-site; USD 54,000 - 76,000; Full time

Benefits offered by this job

Health, Dental & Vision Options

HSA, FSA & DSA Options

Company Paid Life Insurance & AD&D

401K with generous match

Telehealth program

Job summary

Construction Forms Inc. seeks a Customer Service Technical Specialist to build trusting relationships with customers and ensure timely quotes and orders through the sales cycle from lead to product delivery.

You will work with a team that values integrity, open communication, and a proactive approach to problem solving, applying product knowledge to technical discussions and order management. Bilingual skills are a plus.

Qualifications

• 3+ years in a fast-paced customer service role with a technical emphasis preferred.
• Proficient in Microsoft Office (Word, Excel, Outlook, Teams).
• Experience using a CRM system; Salesforce preferred.
• Familiarity with AI tools to boost productivity.
• Strong critical thinking and problem solving.
• Excellent written and verbal communication skills.
• Highly organized with ability to manage shifting priorities.
• Able to read blueprints/schematics; ERP experience is a plus.
• Bilingual English/Spanish is a plus.

Responsibilities

• Develop and maintain technical understanding of the Con Forms product portfolio.
• Provide strong customer support via phone and email promptly.
• Educate customers on technical solutions using product catalog knowledge.
• Build and maintain internal/external customer relationships.
• Engage in technical discussions with clients using drawings and written descriptions.
• Enter and manage quotes, sales orders, and RMAs accurately.
• Communicate order/shipping updates and follow up on issues with sales.
• Use CRM systems (e.g., Salesforce) to document interactions.
• Interpret blueprints, schematics, manuals, routings, and related instructions.
• Stay updated on product descriptions through training opportunities.
• Other duties as assigned.

Skills

Customer service (tech)

Microsoft Office

Salesforce CRM

Bilingual English/Spanish

Communication

Multitasking

Tools

Salesforce CRM

Microsoft Office Suite

AI tools (Copilot/Claude)

Job description

Description

A Customer Service Technical Specialist (CSTS) takes the time to build trusting relationships with customers, has in-depth product line knowledge, and understands unique customer needs. This position ensures the timeliness and accuracy of all quotes and orders and facilitates the successful completion of the sales cycle from initial lead to product delivery. The CSTS will be part of a team that values integrity, open communication, hunger to learn, hard work, and respect for one another and for our internal and external customers.

RESPONSIBILITIES

• Develop and maintain a strong technical understanding of the Con Forms product portfolio.
• Professionally and positively represent Con Forms by providing strong customer support, including answering customer phone calls and emails in a timely and professional manner.
• Use detailed understanding of the full product catalog to educate customers in technical solutions and specifications.
• Develop and maintain internal and external customer relationships.
• Engage in technical discussions with current or prospective clients through professional, easy-to-understand communications (drawings and written descriptions).
• Accurately enter and manage quotes, sales orders, and Returned Material Authorizations (RMAs).
• Communicate order and shipping updates to internal and external customers and follow up with sales team on outstanding issues as needed.
• Work within a (CRM) system (e.g., Salesforce) to track and document all interactions with customers and accounts.
• Interpret product and project blueprints, schematics, manuals, routings, and other related manufacturing instructions.
• Update job knowledge by studying new product descriptions and participating in training and educational opportunities.
• Other duties as assigned.

Requirements

QUALIFICATIONS

• 3+ years of experience in a fast-paced customer service role with a technical emphasis preferred.
• Proficiency in Microsoft Office (Word, Excel, Outlook, and Teams).
• Experience using a Customer Relationship Management (CRM) system; Salesforce preferred.
• Familiarity with AI tools (e.g., Microsoft Copilot, Claude) to improve productivity.
• Solid critical thinking skills to analyze information and develop creative approaches to problem solving.
• Excellent verbal and written communication skills, with the ability to work effectively by phone, email, and written correspondence.
• Highly organized, accurate, and responsive, with the ability to shift between rapidly changing priorities and multiple tasks.
• Able to build rapport and develop trusting working partnerships with customers and colleagues.
• Experience with Enterprise Resource Planning (ERP) systems preferred.
• Ability to read and interpret blueprints and schematics.
• Bilingual skills in English and Spanish a plus.

ESSENTIAL COMPETENCIES

• Attention to Detail & Accuracy
• Ability to understand technical terms
• Customer Focus
• Communication
• Drive & Enthusiasm
• Sense of Urgency
• Calm Under Pressure
• Multitasking
• Prioritization
• Reliability/Strong Work Ethic

PHYSICAL & MENTAL DEMANDS

• Regularly required to sit for extended periods of time.
• Spends approximately 15% of time on the production floor collaborating with manufacturing personnel.
• Employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl and reach above the shoulders.
• Will frequently talk and listen and use hands to handle product.
• Ability to see both closely and at a distance, color, peripheral, depth perception, and the ability to adjust focus.
• Mathematical skills including addition, subtraction, multiplication, division, decimals and fractions, units of measurement, and metric conversions.
• Reasoning skills including ability to define problems, collect data, establish facts, and draw valid conclusions about customer requirements.
• Ability to interpret an extensive variety of technical instructions.
• Ability to type on a keyboard and use a mouse to gather and input quote and order information on a computer.
• Reading and comprehension.
• May lift, push, or pull up to 25 pounds occasionally.

WORKING ENVIRONMENT

• Primarily a computer-based, sedentary position in a temperature-controlled office environment.
• Approximately 15% of time is spent on the production floor collaborating with manufacturing personnel, with opportunities to travel to jobsites a few times per year. These settings involve exposure to loud noises, sparks, fumes, chemicals, and heavy equipment.
• Must wear required personal protective equipment (PPE), such as safety glasses, hearing protection, and safety footwear, and follow all safety procedures while on the production floor and at jobsites.

WHY CON FORMS?

Benefits (Effective 1st Day of Month Following Hire Date)

• Health, Dental & Vision Options
• HSA, FSA & DCSA Options
• Company Paid Life Insurance, AD&D Insurance, Short-Term & Long-Term Disability Insurance
• In-house Care Coach
• Employee Assistance Program
• Telehealth Program (Includes Mental Health & Dermatology)
• Pet InsuranceIdentity Theft Insurance
• Lifestyle Spending Account (LSA)
• 401K & Generous Company Match Program

Employee Programs

• Safety Shoe & Prescription Safety Glasses
• Costco Membership Discount
• Employee Apparel
• Employee Events (“Hot Dog Days”, Summer Picnic, Appreciation Luncheons)

Work Life Balance

• Paid Time Off
• Expanded Personal/Sick Time
• 8 Paid Holidays

Career Growth

• Tuition Reimbursement
• Youth & State Apprentice Programs