Customer Service Technician / Parts Specialist

Wald Manufacturing Inc; Maysville (KY); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Competitive pay

Full benefits: health insurance, 401(k

Paid time off

Paid training and mentorship

Job summary

Wald Manufacturing Inc. seeks a customer service technician & parts specialist who is mechanically inclined, quick to learn, and able to resolve customer issues with empathy.

You will handle customer inquiries, help place orders for parts and products, and coordinate with operations to ensure accurate order processing. As the team grows, you’ll maintain CRM records, document issues, and suggest process improvements while following established playbooks.

Qualifications

• Strong verbal and written communication.
• Team-oriented mindset with a reliable, no-drama work attitude.
• Mechanically inclined and able to understand products and parts.
• Reliable, organized, able to multitask.
• Quick learner and coachable.
• Able to handle frustrated customers calmly and professionally.
• Comfortable with computers and general office software.
• Experience with Google Sheets.

Responsibilities

• Field inbound customer inquiries (phone, email) resolve issues quickly and professionally.
• Assist customers in placing orders for parts and products that match their needs.
• Coordinate with operations and other teams on orders and issues.
• Maintain CRM records and sales documentation accurately.
• Troubleshoot customer problems, document recurring issues, and suggest process improvements.
• De-escalate frustrated customers with empathy and firmness.
• Meet KPIs: response time, accuracy, calls per hour, etc.

Skills

Verbal & written communication

Team-oriented

Mechanically inclined

Multitasking

Coachable

Conflict resolution

Computers/Office software

Google Sheets

Tools

CRM systems

Google Sheets

ERP/MRP systems

Job description

Position summary Wald Mfg is a long-established growing manufacturing company. Our Order Entry/customer service & Parts team is small, but expanding. This position will cooperate with other branches of the business. We’re hiring a customer service technician & parts specialist who is mechanically inclined, skilled at conflict resolution and rapport building, a quick learner, and a strong work ethic with an ability to follow procedures. You will handle customer-facing work now and help build out the team as it expands.*A Manager role may open in the future; when it does, team members at the time will be considered first. Promotions are earned and not guaranteed.*We have playbooks for many tasks, but not everything is fully defined. You’ll need to solve problems, manage frustrated customers, and help us improve processes.

Key responsibilities

• Field inbound customer inquiries (phone, email) resolve issues quickly and professionally
• Assist customers in placing orders for parts and products that match their needs
• Coordinate with operations and other teams on orders and issues
• Maintain CRM records and sales documentation accurately
• Troubleshoot customer problems, document recurring issues, and suggest process improvements
• De-escalate frustrated customers with empathy and firmness
• Meet KPIs: response time, accuracy, calls per hour, etc.

Required Qualifications

• Strong verbal and written communication
• Team-oriented mindset with a reliable, no-drama work attitude
• Mechanically inclined and able to understand how products and parts work
• Reliable, organized, able to multitask
• Quick learner and coachable
• Able to handle frustrated customers calmly and professionally
• Comfortable with computers and general office software
• Experience with Google Sheets

Additional Qualifications (not required)

• Prior experience with parts & order entry
• Interest or experience in manufacturing, mechanical products, or technical equipment
• Familiarity with CRM systems
• Understanding of how to use MRP’s and ERP’s

Compensation & benefits

• Competitive pay
• Full benefits: health insurance, retirement plan, paid time off
• Paid training and direct mentorship focused on skill development

Why join Wald Mfg

Join a company in business for over 100 years while working on a small, high-impact growing team Real Impact: you’ll help shape processes and the sales function as we grow Internal candidates prioritized for leadership openings; promotions are earned by performance