Customer Service Specialist
3 days ago
Pewaukee
Position Summary: The Customer Service Representative is responsible for providing best in class customer service for a portfolio of assigned customers for our Healthcare & Specialty Division. We’re seeking a Customer Service Representative who thrives in a dynamic, fast-paced environment and takes pride in delivering In this role, you'll act as a key liaison between customers and our sales, production, and shipping teams, ensuring orders are accurate, timely, and aligned with customer expectations. If you're a proactive problem-solver who enjoys building relationships, maintaining strong attention to detail, and driving continuous improvements in customer satisfaction, we’d love to have you on our team. Essential Accountabilities: • Champion the customer experience by proactively managing orders from placement to delivery, using a customer-centric approach, • Collaborate cross-functionally with internal teams (sales, production, shipping, etc) to ensure seamless communication and order fulfillment, • Leverage modern digital tools (email, Microsoft Excel, CRM systems, and order processing platforms) to receive, process, and track customer orders efficiently, • Create and maintain accurate customer records, including open order reports, order revisions, artwork approvals, and shipping requests, • Work in partnership with sales and operations teams to understand customer provided forecasts and how to better provide attention to meet these demands, • Escalate internal systematic/process concerns until final solution/resolution is provided to customer, • Identify and upsell opportunities by recommending new or complementary products to meet customer needs, • Maintain compliance with all company policies while ensuring exceptional attention to detail in every interaction KEY CHARACTERISTICS & ABILITIES: • Exceptional interpersonal and communication skills including strong verbal, written, and public relations skills, • Passionate about exceeding customer expectations, • Values teamwork and supports a team environment, • Desire to continually learn and improve skill set, • Skilled in deescalating situations both over the phone and in writing (email), • Ability to maintain professional and helpful attitude in high-tension or stressful situations, • Assertiveness in pursuing resolution to issues, • Ability to build trust by providing information to in a way that is candid, informed, encompassing, and not manipulative: receive information from others in a way that demonstrates openness and thoughtful consideration of their ideas, • Must have high attention to detail and accurate data entry, • Must be able to manage multiple work items at one time with a high sense of urgency, • Must have strong problem solving and organization skills, • Shares learning with peers Minimum Qualifications: 5+ years of experience as a Customer Service Representative at a manufacturing organization. Associate degree or bachelor’s degree preferred. Required Skills: • Tech-savvy: Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and CRM/order management tools, • Relationship-builder: Exceptional interpersonal and communication skills, with a focus on maintaining positive, professional relationships, • Detail-oriented and organized: Ability to prioritize tasks, manage time effectively, and maintain a high degree of accuracy, • Bilingual in Spanish is a plus but not required, • Ability to think critically, adapt to changing priorities, and resolve issues effectively