Senior Customer Service & Order Specialist

Marathon Electric – Motors and Generators; Town of Wausau (WI); On-site; USD 52,000 - 76,000; Full time

Job summary

Marathon Electric – Motors and Generators is seeking an experienced Customer Service and Order Management Specialist in Wisconsin. You will serve as the main contact for customers, distributors, and sales representatives, and you will enter and maintain orders in ERP/CRM systems.

You will verify configurations, pricing, and delivery details, coordinate with engineering, manufacturing, logistics, and finance, and monitor orders to communicate changes or risks.

Responsibilities

• Serve as a primary point of contact for customers, distributors, sales reps, and internal stakeholders.
• Respond to inquiries on products, pricing, availability, lead times, orders, shipping, documentation, and returns.
• Enter, review, update, and maintain customer orders in ERP, CRM, or order-management systems.
• Verify configurations, quantities, pricing, delivery requirements, shipping details, and customer specs.
• Coordinate with Sales, Engineering, Manufacturing, Materials, Logistics, Quality, Finance, and others to support needs.
• Monitor order progress and communicate changes, delays, shortages, or risks proactively.
• Provide order confirmations, shipment updates, invoices, product information, and related docs.
• Handle special configurations, engineering changes, substitutions, cancellations, expedites, and delivery adjustments.
• Investigate and resolve order discrepancies, shipment issues, billing concerns, and service complaints.
• Support returns, warranty, replacement, and nonconforming-product processes per procedures.
• Maintain accurate customer records, contacts, notes, orders, and case documentation.
• Track open issues and follow up with responsible departments until resolution.
• Escalate complex issues appropriately.
• Identify recurring problems and recommend improvements to service and order-management processes.
• Assist with customer onboarding, product training, account reviews, and service-related meetings.
• Help prepare reports on backlog, delivery performance, inquiries, complaints, and service metrics.
• Protect confidential customer, pricing, product, and company information.
• Follow company policies, quality procedures, export requirements, and ethical practices.
• Perform other related duties as assigned.

Tools

ERP systems

CRM systems

Order management systems

Job description

Marathon Electric – Motors and Generators is seeking an experienced Customer Service and Order Management Specialist in Wisconsin. You will serve as the main contact for customers, distributors, and sales representatives, and you will enter and maintain orders in ERP/CRM systems.

You will verify configurations, pricing, and delivery details, coordinate with engineering, manufacturing, logistics, and finance, and monitor orders to communicate changes or risks.