Customer Service Representative - New Berlin, WI

Job Title: Customer Service Representative

Location: New Berlin, WI (On-site)

Employment Type: Full-Time

Salary: $20.00 - $26.00 hourly

Company Introduction

This organization is a leader in precision-engineered components and supply chain solutions for aerospace, defense, semiconductor, medical, and energy industries. With decades of technical expertise and a nationwide engineering and manufacturing network, it helps partners improve product reliability, reduce risk, and maintain the highest quality standards.

Role Overview

We are seeking an experienced Customer Service Representative to manage a high-volume account base in a fast-paced industrial distribution environment. This is a fully onsite role with a structured schedule (7:30 AM, 4:00 PM, Monday through Friday) and a significant daily workload, approximately 35 to 40 quotes per day and roughly 2,000 customer touches per month. The right candidate is organized, system-savvy, and able to move fluidly across multiple product lines including rubber compounds, o-rings, seals, plastics, and related applications. Product knowledge is a plus but not required; the priority is skillset, work ethic, and the ability to adapt quickly to new systems and processes.

Core Responsibilities

• Manage a high-volume inbound customer queue via phone and email, responding accurately and professionally within expected timeframes.
• Generate 35 to 40 quotes per day across multiple product lines including compounds, rubber applications, o-rings, plastics, and seals.
• Enter and process customer orders accurately in internal ERP and order management systems.
• Own customer accounts through the full order cycle, from initial inquiry through delivery confirmation and follow-up.
• Proactively communicate order status, lead times, delays, and updates to customers without waiting to be asked.
• Coordinate with internal teams including purchasing, warehouse, and engineering to resolve order issues, sourcing questions, and delivery challenges.
• Maintain accurate and up-to-date records across customer accounts, open orders, and quote history.
• Adapt quickly to system changes, software updates, and evolving internal processes.
• Support multiple product lines simultaneously, building working knowledge of product applications over time.
• Identify opportunities to flag account issues, escalate concerns, or surface upsell opportunities to the outside sales team.

Required Background

• 3+ years of customer service, inside sales, or order management experience in an industrial, manufacturing, or distribution environment.
• Demonstrated ability to manage or feed a large customer account base with consistent accuracy and follow-through.
• Comfortable operating at high volume, 35 to 40 quotes per day and 2,000+ monthly customer interactions, without sacrificing quality.
• Strong system aptitude: able to learn new ERP platforms, quoting tools, and internal software quickly and with minimal hand-holding.
• Experience working across multiple product lines or categories simultaneously.
• Excellent attention to detail in order entry, quoting, and customer communications.
• Reliable, punctual, and committed to the onsite schedule (7:30 AM to 4:00 PM, Monday through Friday).
• Strong written and verbal communication skills with a professional, customer-first approach.
• Experience with ERP or order entry systems required (SAP, Oracle, Syspro, or equivalent).
• Familiarity with industrial components, rubber products, seals, plastics, or related technical products is a plus, not a requirement.

Compensation & Perks

• Competitive salary plus performance-based incentives
• Comprehensive medical, dental, and vision insurance options
• Company-paid life, AD&D, and long-term disability insurance
• 401(k) retirement plan with employer contributions
• Paid time off and company holidays starting upon hire
• Employee Assistance Program (EAP)
• Cell phone allowance or company-provided phone
• Career growth opportunities in a rapidly expanding company