Sr Customer Service Rep

Wells Vehicle Electronics; Fond du Lac (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Wells Vehicle Electronics is hiring for a Customer Service liaison role in Wisconsin. You will serve as the bridge between retail and traditional customers and multiple internal departments to ensure high levels of customer satisfaction while addressing inquiries and resolving issues.

The role requires 2-5 years in customer service within an office setting, with experience in the automotive aftermarket preferred, and strong Word/Excel proficiency.

Qualifications

• High School Diploma required; Associates or Bachelor’s degree in business management preferred, 2-5 years of customer service experience in an office setting.
• Experience in a customer service role with an automotive aftermarket manufacturer preferred
• Working knowledge of Word and Excel required
• Ability to manage frequent interruptions
• Ability to work effectively with multiple priorities and deadlines; investigate, analyze and resolve customer problems and questions
• Strong communication and interpersonal skills with the ability to work as a team player with internal departments
• Adjust work schedule without notice to address urgent customer inquiries and issues

Responsibilities

• Serve as liaison between retail and traditional customers and various company departments.
• Develop strategic plans for customers with Strategic Business Managers.
• Provide direction and support to facilitate customer projects and meet performance goals.
• Identify process gaps and recommend improvements.
• Onboard and train new hires in the department.
• Respond to customer service issues including order status, pricing, product availability, returns, and credits.
• Assist with new product rollouts through designated support activities.
• Produce product reports using internal software and Excel.
• Coordinate with Marketing, Sales, Technical Services, Engineering, IT, Purchasing, Manufacturing, Logistics, Distribution, and Accounting to resolve customer inquiries.
• Work with buyers/planners to expedite orders and ensure customer satisfaction.
• Process labor claims and returned goods authorization requests.
• Lead and mentor other members in the customer service team.
• Other job activities as assigned.

Skills

Word

Excel

Communication

Education

Associates or Bachelor’s degree in business management

Job description

This position is responsible for being the liaison between retail and traditional customers and various departments within the company while supporting efforts to provide the highest level of customer satisfaction when responding to and resolving customer issues.

Essential Duties and Responsibilities

• Work with Strategic Business Managers to create strategic plans for customers.
• Give direction and support to Strategic Business Managers to facilitate successful customer projects and reach performance goals.
• Identify gaps in processes and recommend effective strategies to improve processes.
• Facilitate on-boarding training with new hires in the department.
• Respond to customer service issues such as order status, pricing, product availability, returns, credits, and any other customer concerns or problems.
• Assist with new product rollouts by providing designated support activities.
• Product reports using internal software and Excel.
• Communicate with a variety of departments (Marketing, Sales, Technical Services, Engineering, IT, Purchasing, Manufacturing, Logistics, Distribution, and Accounting) and with other facilities (Centerville and Mission) to resolve customer questions or problems.
• Work closely with buyers/planners to expedite orders and ensure customer satisfaction.
• Process customer product labor claims.
• Process returned goods authorization requests submitted by Sales and/or customer.
• Lead and mentor other members in the customer service team.
• Other job activities as assigned.

Essential Education, Knowledge, Skills, Abilities and Experience

• High School Diploma required; Associates or Bachelor’s degree in business management preferred, 2-5 years of customer service experience in an office setting. An equivalent combination of education and experience will be considered.
• Experience in a customer service role with an automotive aftermarket manufacturer preferred
• Working knowledge of Word and Excel required
• Ability to manage frequent interruptions
• Ability to work effectively with multiple priorities and deadlinesAbility to effectively investigate, analyze and resolve customer problems and questions
• Strong communication and interpersonal skills with the ability to work as a team player with internal departments
• Adjust work schedule without notice to address urgent customer inquiries and issues

Equipment Used

• Computer, telephone, and other miscellaneous office equipment

Personal Protective Equipment/Clothing Required (PPE)

• Safety glasses and hearing protection as required.
• ESD smock and grounding equipment as required.

Physical Demands

(Not Applicable, Occasionally [1-33%; 0-2.5 hrs./day], Frequently [33-66%; 2.5-5.5 hrs./day], Constantly [>66%; 5.5+ hrs./day])

Physical Abilities

• Stand – Occasionally
• Walk – Occasionally
• Sit – Constantly
• Climb – Not Applicable
• Squat – Not Applicable
• Twist – Not Applicable
• Use of Hands/Fingers – Frequently
• Reach Outward – Frequently
• Reach Above Shoulder – Occasionally

Lift/Carry

• 10 lbs. or less - Occasionally
• 11-20 lbs. - Occasionally
• 21-50 lbs. - Not Applicable
• 51-100 lbs. - Not Applicable

Push/Pull

• 10 lbs. or less - Occasionally
• 11-20 lbs. - Not Applicable
• 21-50 lbs. - Not Applicable
• 51-100 lbs. - Not Applicable

Sensory Requirements

• Vision - Yes
• Touch - Yes
• Hearing - Yes
• Smell - No

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.