Customer Service Representative

Job Title: Customer Service Representative Leader: Office Manager Location: Marshfield, WI Join a family-owned company where teamwork, quality, and people come first. At Counter-Form, you’ll have opportunities to grow, learn new skills, and be part of a team that takes pride in building products made to last. Why Work at Counter-Form? Competitive Pay 80 Hours of Paid Time Off (PTO) available upon hire Paid Holidays – Eligible upon hire Comprehensive Benefits Package – Including Company-Paid Life Insurance & Short-Term Disability, with eligibility beginning the 1st of the month following 30 days of employment. 401(k) with up to a 5% employer contribution Performance Reviews at 2 months, 6 months, 12 months, and annually thereafter Work Schedule Full-time; schedule may vary based on workload and overtime may be required. Monday–Thursday, 7:30 AM–4:30 PM, with one weekday ending at approximately 1:00 PM; Friday, 7:00 AM–2:00 PM. Job Summary: The Customer Service Representative (CSR) is responsible for supporting customer interactions, processing orders, and ensuring a positive customer experience. This role works closely with customers, sales, and internal teams to provide accurate information, resolve issues, and support project and order execution. CSRs contribute to the full customer experience—from initial inquiry through order completion—while helping maintain efficient workflows and strong communication across teams. Essential Functions: Customer Interaction Respond to customer inquiries via phone, email, or other communication channels. Provide product and service information to support customer needs. Communicate clearly and professionally to ensure a positive experience. Order Management & Coordination Process customer orders and service requests with accuracy. Provide updates on order status to customers and internal teams. Coordinate with internal teams to support timely and accurate order completion. Follow up on open orders to ensure completion. Assess customer concerns and determine appropriate next steps. Resolve standard issues or coordinate with internal teams for support. Escalate complex issues as needed and ensure follow-up. Workflow & Efficiency Manage multiple tasks and priorities while maintaining accuracy. Support team productivity and overall workflow. Contribute to improving processes and communication. Work closely with internal teams to support customer needs and order execution. Partner with dealers, sales, and internal stakeholders to ensure alignment. Prepare and provide sales tools and support materials for dealers and sales representatives. Maintain clear and professional communication across teams. Tools & Systems Utilize internal systems for order entry, tracking, and communication. Maintain accurate and organized records. Safety & Organization Follow company policies, procedures, and workplace standards. Maintain a clean and organized work environment. Perform other duties as assigned Knowledge, Skills and Abilities: Strong communication and customer service skills. Ability to manage multiple tasks in a fast-paced environment. Attention to detail and organization. Problem-solving mindset and ability to adapt. Ability to work independently and as part of a team. Proficiency in computer systems (Microsoft Office or similar). Strong verbal and written communication skills in English, with the ability to communicate clearly and effectively. Education and Experience Education:High school diploma or equivalent required. Associate’s or Bachelor’s degree in business, communication, or related field preferred. Experience: Customer service, administrative, or office experience preferred. Ensures Accountability: Holds self and others accountable to meet commitments. Follows through on responsibilities and consistently delivers quality, accurate, and timely work. Collaborates: Works effectively with team members, departments, and business partners to achieve shared goals and maintain positive working relationships. Learns and Adapts: Learns new skills, applies feedback constructively, and adjusts effectively to changing processes, priorities, technologies, or business needs. Decision Quality: Uses sound judgment, data, experience, and available information to make timely, informed, and effective decisions aligned with business objectives. Communicates Effectively: Shares information clearly, professionally, and respectfully through verbal, written, and electronic communication. Actively listens, asks questions when needed, and keeps others appropriately informed. Customer Focus: Builds strong relationships and delivers responsive, high-quality support to internal and external customers. Anticipates customer needs, addresses issues in a timely and professional manner, and works to provide effective solutions that support positive service experiences and business outcomes. Leadership Responsibilities This role does not have direct reports Office – Positions with light physical demand are primarily professional or knowledge-based roles performed in an office or remote setting. Work typically involves prolonged periods of sitting, computer use, and routine office tasks such as typing, reading, and participating in meetings. Physical exertion is minimal, though occasional standing, walking, or lifting of light materials (e.g., files, laptops) may be required. This job description has been designed to indicate the general nature and level of work performed by team members within this classification. It’s not intended to be construed as an exhaustive list of all responsibilities, duties and skills, and is subject to change at any time. At Counter Form we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process. Counter Form is an equal opportunity employer. M/F/D/V This organization uses E-Verify. Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments. #J-18808-Ljbffr Counter-Form LLC