Customer Service Technician / Parts Specialist

Job Description

Job Description

Position summary

Wald Mfg is a long-established growing manufacturing company. Our Order Entry/customer service & Parts team is small, but expanding. This position will cooperate with other branches of the business. We’re hiring a customer service technician & parts specialist who is mechanically inclined, skilled at conflict resolution and rapport building, a quick learner, and a strong work ethic with an ability to follow procedures. You will handle customer-facing work now and help build out the team as it expands.

*A Manager role may open in the future; when it does, team members at the time will be considered first. Promotions are earned and not guaranteed.

*We have playbooks for many tasks, but not everything is fully defined. You’ll need to solve problems, manage frustrated customers, and help us improve processes.

• Field inbound customer inquiries (phone, email) resolve issues quickly and professionally

• Assist customers in placing orders for parts and products that match their needs

• Coordinate with operations and other teams on orders and issues

• Maintain CRM records and sales documentation accurately

• Troubleshoot customer problems, document recurring issues, and suggest process improvements

• De-escalate frustrated customers with empathy and firmness

• Meet KPIs: response time, accuracy, calls per hour, etc.

• Strong verbal and written communication

• Team-oriented mindset with a reliable, no-drama work attitude

• Mechanically inclined and able to understand how products and parts work

• Reliable, organized, able to multitask

• Quick learner and coachable

• Able to handle frustrated customers calmly and professionally

• Comfortable with computers and general office software

• Experience with Google Sheets 

• Prior experience with parts & order entry

• Interest or experience in manufacturing, mechanical products, or technical equipment

• Familiarity with CRM systems

• Understanding of how to use MRP’s and ERP’s

• Competitive pay 

• Full benefits: health insurance, retirement plan, paid time off

• Paid training and direct mentorship focused on skill development

• Join a company in business for over 100 years while working on a small, high-impact growing team

• Real Impact: you’ll help shape processes and the sales function as we grow

• Internal candidates prioritized for leadership openings; promotions are earned by performance