Customer Service Specialist

Waupaca Foundry, Inc. is North America’s leading supplier of iron castings and has a history of innovation with a legacy of product quality. Waupaca Foundry employs approximately 3,200 people company-wide. Waupaca Foundry is committed to relentless improvement, forward-thinking sustainability initiatives, and providing a reliable experience to the millions who use our castings every day. Our goal is to employ individuals who take pride in their work within a culture of continual innovation. Waupaca Foundry is proud to be an employer of choice for those driven and skilled individuals seeking rewarding careers by producing top quality castings. You will be right at home at Waupaca Foundry. The Customer Service Data Specialist in the foundry industry plays a crucial role in supporting order entry and processing. This position ensures accurate and timely handling of customer orders, resolves internal issues efficiently, and collaborates with internal teams to maintain high levels of customer satisfaction. This role aligns customer order entry into production planning to ensure on time delivery and order fulfillment is accurate. RESPONSIBILITIES/DUTIES: Order Entry and Processing: Manage customer orders, ensuring accuracy in order details including but not limited to the following: Lead times, terms, revision levels, order quantities, and pricing Resolve internal discrepancies by coordinating with internal teams. Monitor order status, providing updates to Customer Facing and addressing any changes needed or delays. Communication: Serve as a point of contact for internal teams related to orders Escalates to the Customer Facing if unable to resolve or to mitigate risk. Communicate order errors or discrepancies to Customer Facing for resolution directly to the customer. Work closely with production planning Communicate any customer market changes or requests to the appropriate departments. System Management and Reporting: Maintain accurate records of orders, and issue resolutions using ERP and systems. Generate daily reports on order status, backlogs, and shipping schedules for internal use. This includes data entry in CRM systems Develop and maintain Key Performance Indicators related to the position. Cross-Functional Collaboration: Work closely with production planning to align order requirements with manufacturing schedules. Communicate customer needs and priorities to ensure on-time delivery and product quality. Escalate to internal team as needed to ensure customer fulfilment is met. Issue Resolution: Identify and troubleshoot order errors and notify internal teams as needed. Interface with internal teams on any pricing issues or parts that are becoming inactive or obsolete according to customer demand. Continuous Improvement: Suggest process improvements to enhance order accuracy, EDI functionality, and customer service efficiency. Stay updated on foundry products, manufacturing processes, and customer requirements. Support continuous improvement initiatives to optimize production processes and reduce costs EDUCATION/EXPERIENCE REQUIREMENTS: Education: High school diploma or GED required; associate degree or technical certification preferred. Preferred experience: 1–3 years of customer service experience in a manufacturing or foundry environment. Proficiency with EDI systems and ERP software (such as SAP, AS400, Oracle, or similar platforms) is preferred. Communication: Excellent verbal and written communication skills to interact with internal teams. Problem‑Solving: Ability to quickly identify and resolve order and system‑related issues. Organization: Strong attention to detail and the ability to manage multiple tasks simultaneously. Teamwork: Collaborative mindset to work effectively across departments. Safety: This position requires adherence to all company safety policies and procedures. Employees are expected to use equipment properly, report any unsafe conditions or hazards, wear appropriate PPE, and participate in required safety training. A clean and organized workspace is essential for safety, and all employees are expected to maintain a safe work environment. If selected for consideration, candidates must successfully complete a selection process that includes interviews, reference check/verification, and a pre‑employment drug screen. Waupaca Foundry is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability. Equal Opportunity Employer, including disabled and veterans. #J-18808-Ljbffr