Customer Service Representative

The Customer Service Representative supports day-to-day customer account activity by coordinating orders, shipments, and service requests between customers, warehouse operations, and internal service teams. This role helps ensure customer requirements are communicated clearly, operational processes run smoothly, and issues are resolved quickly and accurately. This position is in-office in Neenah, Wisconsin, and the shift is 10:00 AM - 6:30 PM, Monday - Friday. The position will report to a Customer Service Manager.

DUTIES AND ACCOUNTABILITIES:

Account & Service Support

• Respond to customer inquiries related to orders, shipments, inventory, billing, and service requests.

• Maintain positive customer relationships through professional and timely communication.

• Research and resolve customer issues by coordinating with internal teams.
  

Order & Shipment Coordination

• Enter and maintain customer order information within operational systems.

• Coordinate shipment details with warehouse teams, carriers, and transportation partners.

• Ensure customer shipping requirements, documentation, and timelines are met.
  

Cross-Functional Coordination

• Serve as a liaison between customers, centralized customer service teams, and site operations.
• Communicate customer requests, changes, and service expectations to warehouse personnel.

• Collaborate with operations and transportation teams to resolve service or fulfillment issues.
  

Documentation Management

• Maintain accurate order, shipment, and customer information across operational systems, including WMS, OMS, and customer portals.

• Support reporting and documentation related to customer orders, shipments, and billing activity.
  

Customer Onboarding Support (as assigned)

• Support onboarding activities for new customers by coordinating account setup, operational requirements, and service expectations.

• Provide proactive communication and coordination to ensure new customers receive a high-touch service experience during initial implementation and onboarding.
  

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Enjoys contact with customers via phone, e-mail, or in person.
• Requires strong organizational, problem-solving, multi-tasking, and decision-making skills.
• Strong computer skills and working knowledge of MS Word, Excel, and Outlook.
• Must be reliable and a team player.
• Must demonstrate exceptional customer focus and sense of urgency.
• Bilingual speaking capabilities a plus.

PREFERRED EDUCATION AND EXPERIENCE:

• High School diploma
• 1-3 years of customer service, administrative assistant, or data entry experience
• Background in warehousing or inventory management a plus