Manufacturing Customer Support Specialist

Job Description

Job Description

A day in the life

Based in Lake Hallie, WI, you are the first voice our customers hear and the steady hand guiding their orders from request to delivery. Your morning starts by reviewing voicemails and emails, then jumping into customer updates—sharing order status, tracking details, and communicating changes like expedites or push-outs. You enter purchase orders and change orders into our manufacturing ERP, send acknowledgements, and make sure every promise has a follow-up. Throughout the day, you coordinate with Sales Engineering and Supply Chain to align requirements, create and manage work orders that match production plans, and keep customers informed. You’re also the go-to contact for order and return (RMA’s) questions, while supporting invoicing tasks such as ASN’s, proof of delivery confirmation, resolving blocked invoices, and assisting with collections. When RMA and DMR requests arise, you track them, manage the documentation, and partner with Finance to process credits or rebills accurately.

Lake Hallie, WI

• Timely, professional responses to phone and email inquiries.
• Daily status communications, including order tracking and updates on expedites or push-outs.
• Accurate entry of customer purchase orders and change orders in the manufacturing/ERP system.
• Prompt issuance of order acknowledgements and diligent follow-up.
• Close coordination with Sales Engineering and Supply Chain to ensure order details and requirements are crystal clear.
• Creation and management of work orders to align with customer needs and production schedules.
• Consistent, proactive communication with customers and collaboration with internal teams—especially Sales Engineering.
• Primary point-of-contact for order-related and return (RMA’s) inquiries.
• Invoicing support, including ASN’s, proof of delivery, blocked invoice resolution, and collections assistance.
• Processing and administration of RMA and DMR requests, including tracking, documentation, and working with Finance on credits and rebilling.

• High school diploma or equivalent required; Associate’s degree preferred.
• 2–4 years of customer service experience is a plus, ideally within a manufacturing environment.
• Excellent written and verbal communication skills.
• Strong multitasking and time-management abilities in a fast-paced setting.
• Comfort with computers and ERP platforms (Visual Manufacturing preferred).
• A positive, customer-first attitude and genuine enthusiasm for helping others.

• Customer Service