Customer Service Representative II

Customer Care Advocate II

Since 1913, Marathon Electric has been dedicated to providing customers with quality motors and generators for targeted applications. Marathon Electric became part of WEG Group in 2024. Founded in 1961, WEG is a global electric-electronic equipment company, operating mainly in the capital goods sector with solutions in electric machines, automation and paints for several sectors, including infrastructure, steel, pulp and paper, oil and gas, mining, among many others. WEG stands out in innovation by constantly developing solutions to meet the major trends in energy efficiency, renewable energy and electric mobility. With manufacturing units in 12 countries and present in more than 135 countries, WEG has more than 40,000 employees worldwide.

We value generation of professional and personal development opportunities, human rights, diversity and the environment. We invest in solutions for reduction of carbon emissions and encourage our people to be engaged in social activities where we have our operations, with focus on health and education. We work as a team within a friendly way allowing sharing of ideas. We get together and share knowledge and skills to continuously improve our decision-making process.

Position Summary:

The Customer Care Advocate II serves as the primary contact for requests for orders, quotes, product questions, as well as a myriad of other customer inquiries. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness.

An Advocate II will resolve issues with limited authority and offer solutions within the Customer Care department guidelines. A CCA II is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. CCA II has expanded product knowledge and experience in-depth processes and systems to address more complex customer inquiries.

Our mission is to provide a seamless & effortless customer experience through demonstrating product & system expertise, ownership, accountability, cross departmental collaboration, and responsiveness. Our Customer Care Role is an excellent opportunity to join a forward thinking, dynamic, global Customer Care Team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of highly motivated professionals with "can do" attitudes, a willingness to learn and a passion for process improvement.

This position is full-time, on-site in Wausau, WI 5 days per week (Monday-Friday).

Responsibilities:

• Receives and processes orders (via phone, fax, or email), verifying all information to support order accuracy, on-time delivery, and the customer experience
• Handles internal & external customer inquiries quotes & orders, utilizing established standard operating policies & procedures.
• Responsible for building strong customer relationships and delivering customer-centric solutions.
• Support corporate initiatives designed to overserve our customers while providing an effortless customer experience
• Responsible for daily planning and prioritizing of work to meet commitments aligned with organizational goals
• Handles customer escalations, autonomously with first contact resolution when possible.
• Works with internal partners (Shipping, Credit, Planning, etc.) to drive resolution on customer-impacting issues and open order reports.
• Contributes to training initiatives within department & actively involved in providing input in the creation of Training Tools and Job Aids
• Handles conflict situations effectively, with minimum assistance
• Handles customer inquiries with expanded product knowledge
• Proactively suggests product alternatives and demonstrates a high level of proficiency in catalog and eCommerce tools navigation
• Support Customer Service Team and Customers to troubleshoot issues and provide solutions.
• Works collaboratively with Engineering team to increase up-selling opportunities and verification of complex customer requests including ability to interpret CAD drawings
• Provide ongoing technical support to all internal stakeholders as required.
• Responsible to comply with all company policies, departmental procedures and regulations.

Education, Experience & Skills Required:

• High School diploma required. College degree or equivalent work experience preferred
• 1-3 years of professional Customer Care experience required
• Demonstrated proficiency in keyboarding skills, Ability to type approx. 45+ words per minute
• Exp. with business tools such as Microsoft Outlook, SharePoint, MS Teams, Windows Operating Systems required.
• Intermediate Excel Skills required
• Experience with Oracle &/or SAP (or other ERP systems) preferred
• CRM platforms such as Salesforce or Microsoft Dynamics Experienced required
• Experience navigating and utilizing corporate websites & eCommerce platforms required
• Demonstrated mechanical or technical aptitude & ability to read drawings desired.
• Team oriented with the ability to influence others
• Demonstrates patience, adaptability, resourcefulness and approachability
• Demonstrates ability to work in a highly dynamic team and fast-paced environment with continuous challenges
• Excellent communication/interpersonal & organizational skills
• Excellent ability to manage daily workload