Customer Service Representative

This role must be able to work onsite at our Richmond Office

Position Summary: The Customer Service Representative serves as the primary liaison between customers, outside sales representatives, and internal departments, ensuring a positive customer experience throughout the order lifecycle. This role collaborates with Sales, Supply Chain, Purchasing, Planning, and Warehouse Operations to process orders, resolve issues, and meet customer expectations while supporting company objectives. Success in this position requires strong communication, problem solving, attention to detail, and a commitment to continuous improvement.

Primary Responsibilities

• Serve as the primary point of contact for customers and outside sales representatives, providing timely, accurate, and professional support.
• Respond to inquiries regarding products, pricing, availability, order status, and account related needs.
• Enter, process, review, and maintain customer orders, ensuring accuracy of pricing, quantities, shipping requirements, and customer specifications.
• Process order changes, special pricing requests, returns, and credits in accordance with company policies and procedures.
• Monitor open orders and proactively communicate shipment updates, delays, backorders, and alternative solutions.
• Coordinate expedited order requests and work with internal teams to support on-time delivery.
• Investigate and resolve customer concerns, including order discrepancies, shipping issues, product availability challenges, billing inquiries, returns, and credits.
• Coordinate with appropriate departments to ensure timely issue resolution and customer satisfaction.
• Maintain accurate customer, account, and order information within company systems.
• Communicate updates and resolutions effectively to customers, sales representatives, and internal stakeholders.
• Partner with Sales, Purchasing, Planning, Supply Chain, Operations, and Warehouse teams to ensure seamless order fulfillment and exceptional customer service.
• Support customer accounts by providing information, processing requests, and assisting with account management activities.
• Provide backup support for team members and assist during periods of increased workload.
• Participate in process improvement initiatives, system enhancements, and cross-functional projects.
• Utilize ERP, CRM, and other business systems to effectively manage customer interactions and transactions.
• Conducts tasks in accordance with applicable health, safety, quality, and environmental and security regulations (state/federal laws, ISO 9001, CFR 1910 OSHA) as well as Company policies and procedures.
• Responsible for notifying your direct supervisor, manager and/or a member of the Executive Staff of any risks associated with the Quality Management System.
• Support departmental objectives and perform other duties or special projects as assigned.

Minimum Qualifications

• Strong customer service and relationship building skills.
• Excellent verbal and written communication skills.
• Strong organizational, time management, and multitasking skills.
• High attention to detail.
• Self-motivated, adaptable, and able to work both independently and collaboratively.
• Professional demeanor when interacting with customers, colleagues, and business partners.

Education & Experience Requirements

• High school diploma or equivalent;
  additional education preferred.
• 2-4 years of previous customer service experience preferred.
• B2B customer service experience preferred.
• Experience in manufacturing, distribution, wholesale, or supply chain environments is a plus.
• Working knowledge of order fulfillment and inventory management preferred.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.
• Experience with ERP systems (SAP S/4HANA preferred) and CRM platforms preferred.
• Understanding of Order Fulfillment Cycles, Supply Chain, and distributors a plus.
• Proficiency with MS-Office applications;
  SAP knowledge a plus.

Physical Requirements

• Ability to remain in a stationary position and work at a computer and telephone for extended periods.
• Frequent use of standard office equipment, including computers, phones, and related technology.
• Occasional movement throughout the office and warehouse facilities.
• Continuous verbal and written communication with customers, team members, and business partners.
• Ability to occasionally lift and move items weighing up to 20 pounds.

Compensation Transparency:

The expected compensation range for this position is $55,000 - $65,000 annually and is provided in good faith at the time of posting. Individual offers will be based on qualifications, education, certifications, experience, skills, and geographic considerations (if applicable).

Weidmüller also offers a competitive benefits package including medical HSA plans + employer contribution, dental, vision, 401(k) with company match and profit sharing contribution, paid time off, company-paid life and disability insurance, and employee assistance programs.