CUSTOMER SERVICE TECHNICIAN

Waupaca Foundry, Inc.; Waupaca (WI); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Short and long term disability

401(k)

Paid vacations/holidays

Wellness program

Fitness membership

Employee assistance program (EAP)

Job summary

Waupaca Foundry, Inc. is seeking a Customer Service Technician to ensure accurate order processing and customer satisfaction. This role involves managing customer orders through EDI systems, troubleshooting issues, and communicating with various internal teams.

The ideal candidate will have a high school diploma, customer service experience, and proficiency in EDI and ERP systems. Benefits include disability insurance, 401(k), and wellness programs.

Qualifications

• 1–3 years of customer service experience in a manufacturing or foundry environment.
• Ability to quickly identify and resolve order and system-related issues.
• Collaborative mindset to work effectively across departments.

Responsibilities

• Manage customer orders through EDI systems, ensuring order accuracy.
• Serve as a point of contact for customer inquiries related to orders.
• Maintain accurate records of orders and issue resolutions using ERP and EDI systems.
• Work closely with production and shipping teams to align order requirements.
• Address customer requests via phone, email, and EDI portals in a timely manner.

Skills

Excellent verbal and written communication skills

Proficiency with EDI systems

Strong attention to detail

Strong computer skills

Education

High school diploma or GED

Associate degree or technical certification

Tools

ERP software (SAP, AS400, Oracle)

Microsoft Office (Excel, Word, Outlook)

Job description

Waupaca Foundry, Inc. is North America’s leading supplier of iron castings and has a history of innovation with a legacy of product quality. Waupaca Foundry employs approximately 4,400 people company-wide.

Waupaca Foundry is committed to relentless improvement, forward-thinking sustainability initiatives, and providing a reliable experience to the millions who use our castings every day. Our goal is to employ individuals who take pride in their work within a culture of continual innovation.

Waupaca Foundry is proud to be an employer of choice for those driven and skilled individuals seeking rewarding careers by producing top quality castings.

You will be right at home at Waupaca Foundry.

The Customer Service Technician in the foundry industry plays a crucial role in supporting customer interactions, focusing on electronic data interchange (EDI) order entry and processing. This position ensures accurate and timely handling of customer orders, resolves issues efficiently, and collaborates with internal teams to maintain high levels of customer satisfaction. This role aligns customer order entry into production planning to ensure OTD and order fulfillment is accurate.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Order Entry and Processing:
  • Manage customer orders through EDI systems, ensuring accuracy in product details, quantities, and delivery schedules.
    • Including lead time and capacity utilization
  • Verify incoming orders for completeness and resolve discrepancies by coordinating with customers and internal teams.
  • Monitor order status, providing updates to customers and addressing any changes or delays.
• Customer Communication:
  • Serve as a point of contact for customer inquiries related to orders, shipping, and product information.
    • Escalates to the Customer Service Representative if unable to resolve or to mitigate risk.
  • Respond to customer requests via phone, email, and EDI portals in a professional and timely manner.
• System Management and Reporting:
  • Maintain accurate records of orders, customer interactions, and issue resolutions using ERP and EDI systems.
  • Generate daily reports on order status, backlogs, and shipping schedules for internal use.
• Cross-Functional Collaboration:
  • Work closely with production, shipping, and quality teams to align order requirements with manufacturing schedules.
  • Communicate customer needs and priorities to ensure on-time delivery and product quality.
    • Escalate to Supply Chain and Sales as needed to ensure customer fulfilment is met.
• Identify and troubleshoot EDI errors, working with IT support or external partners as needed.
• Handle order discrepancies, returns, and complaints, ensuring swift resolution and customer satisfaction.
• Interface with sales team any pricing issues or parts that are becoming inactive or obsolete according to customer demand.
• Suggest process improvements to enhance order accuracy, EDI functionality, and customer service efficiency.
• Stay updated on foundry products, manufacturing processes, and customer requirements.
  • Communicate any customer market changes or requests to the appropriate departments.

PREFERRED EDUCATION/QUALIFICATIONS

• Education:
  • High school diploma or GED required; associate degree or technical certification preferred.
• Experience:
  • 1–3 years of customer service experience in a manufacturing or foundry environment.
• Technical Skills:
  • Proficiency with EDI systems and ERP software (such as SAP, AS400, Oracle, or similar platforms).
  • Strong computer skills, including Microsoft Office (Excel, Word, Outlook).
• Communication:
  • Excellent verbal and written communication skills to interact with customers and internal teams.
• Problem-Solving:
  • Ability to quickly identify and resolve order and system-related issues.
• Organization:
  • Strong attention to detail and the ability to manage multiple tasks simultaneously.
• Teamwork:
  • Collaborative mindset to work effectively across departments.

If selected for consideration, candidates must successfully complete a selection process that includes interviews, reference check/verification, and a pre-employment drug screen.

BENEFITS

• Short and long term disability
• Life insurance
• 401(k)
• Employer funded retirement plan
• Paid vacations/holidays
• Wellness program
• Fitness membership
• Employee assistance program (EAP)

Waupaca Foundry is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.