Senior Customer Service Representative

Charter Steel; Milwaukee (WI); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) with match and profit sharing

Life insurance

Disability coverage

Paid time off

Job summary

Charter Wire, part of Charter Manufacturing, is seeking a Customer Experience Specialist to deliver outstanding service by coordinating with internal teams and ensuring ERP data accuracy.

You will support the order process, communicate timelines, train colleagues, and drive continuous improvement while building strong relationships with customers and field sales.

Qualifications

• Associate degree or technical diploma required.
• 3+ years of customer service experience.
• Ability to organize and prioritize internal/external requests.
• Strong verbal and written communication.
• Leadership demonstrated in projects or teams.
• Willingness to travel as needed.

Responsibilities

• Support the customer order process and maintain ERP data for quotations, inquiries, orders, pricing, lead times, and shipments.
• Provide process training and guidance to other Customer Service Representatives.
• Assist with disposition of nonconforming materials and offer alternatives.
• Provide accurate order status and manage production-date communications with customers.
• Collaborate with shipping to expedite orders and reduce aged inventory.
• Direct shipping documents and drive long-term workload improvements.
• Interact with customers at plant or business level on scheduling, purchasing and logistics.
• Manage key accounts and coordinate with Field Sales and internal teams to meet demands.
• Represent Voice of the Customer on specs, quality objectives and on-time delivery.
• Lead or support Continuous Improvement projects and service goals.
• Report notable customer/market activity to Field Sales and management.

Skills

Customer service

Communication

Organizational skills

Problem solving

Leadership

Multitasking

Travel willingness

Interpersonal skills

Education

Associate's Degree or Technical School Diploma

Bachelor’s Degree in Sales/Marketing or related

Tools

ERP systems (Oracle)

Microsoft Office (Word, Excel)

Job description

Charter Manufacturing is a fourth-generation family-owned business where our will to grow drives us to do it better. Join the team and become part of our family!

Charter Wire is hiring a Customer Experience Specialist!

Charter Wire is a leading Tier 1 supplier and manufacturer of Engineered Shaped Wire, Cold Finished Bar, and Cold-Headed and Stamped Components to various industries, including Automotive, Agriculture, Construction, Consumer, Industrial and Oil & Gas. Charter Wire is a member of the Charter Manufacturing family of companies.

This role will provide exceptional service to external customers by working with internal departments to ensure customer requirements are met via effective communication streams and accurate representation in all systems.

Position Details:

• Location: Charter Wire - Menomonee Valley
• Hybrid flexibility: 3 days in office, 2 days remote

What you'll need:

• Associate’s Degree or Technical School Diploma or a combination of education and experience.
• Three plus years’ customer service experience.
• Ability to organize and prioritize requests made from internal and external customers.
• Ability to solve problems and make sound decisions
• Excellent verbal and written communication skills.
• Leadership skills demonstrated in a one-on-one, project, or team setting.
• Demonstrated ability of setting and achieving individual and project team goals
• Ability to handle multiple tasks and prioritize simultaneously in a fast-paced environment.
• Strong analytical skills to gather data from multiple sources and report findings.
• Strong interpersonal and relationship building skills with internal and external customers.
• Proficient in the basic features of Microsoft Office products (Word, Excel).
• Ability to initiate and lead continuous improvements of team/department processes
• Willingness to travel as needed.

Preferred experience:

• Bachelor’s Degree in Sales/Marketing or a related degree.
• Three plus years’ related-industry experience in sales support or customer service.
• Experience with ERP systems, preferably Oracle.
• Experience in an organization with ISO/Quality System Requirements
• Familiar with Continuous Improvement methodology (e.g. Six Sigma and Lean Manufacturing).
• Ability to work effectively within a business with multiple manufacturing locations
• Interest in leading or supervising others
• Demonstrated ability to proactively follow-up quotes with the outside sales and the customer to earn new business
• Proficient in the advanced features of Microsoft Office products.

What you'll do:

• Proactively support the customer order process and maintain accurate information in an ERP system for quotations, inquiries, orders, pricing, lead-times, and daily outgoing shipments ensuring terms and conditions are followed.
• Provide process training and guidance to other Customer Service Representatives.
• Provide support in areas such as disposition of nonconforming material and offering alternative solutions to non-standard procedures.
• Provide accurate order status and clear communication/expectations to customers on production dates.
• Work closely with shipping to expedite orders to ensure on time delivery expectations are met while minimizing aged inventory.
• Direct shipping management systems, including creation of pick lists, ASN’s, invoices, and other shipping documents. Implement long-term enhancements that provide improvements to the shipment workload and ensure accuracy and sustainability of these processes.
• Communicate directly with customers at the plant or business level regarding customer scheduling, purchasing and logistics.
• Manage key customer accounts to stay involved with the order fulfillment process.
• Develop strong working relationships and collaborate with internal and Field Sales, production planning, operations and other functional areas of the business to meet or exceed customer demands and requirements.
• Represent the Voice of the Customer to ensure that their requirements are addressed including product specifications, quality objectives, on time delivery, training, etc.
• Play an intermediary role between internal departments and the customer regarding technical requirements.
• Resolve customer concerns, issue return-goods authorizations, and initiate credit memos.
• Lead and/or support Continuous Improvement projects, training, and meeting customer service goals.
• Communicate to Field Sales and management regarding any notable customer/market activity.
• Monitor and report the department’s key performance indicators.
• Perform basic analytics for customer communication, including quoting, ordering, scheduling and shipping.

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We offer comprehensive health, dental, and vision benefits, along with a 401(k) plan that includes employer matching and profit sharing. Additionally, we offer company-paid life insurance, disability coverage, and paid time off (PTO).