Customer Service Rep 1

Pattyn North America, headquartered in Sussex, WI, delivers turnkey automated packaging solutions that support the end-of-line operations. Our systems are engineered for accurate bag placement, hygienic performance, and long-term reliability, helping manufactures operate more efficiently across markets including food & beverage, bakery, protein, bulk solids, and consumer packaged goods.

For decades, manufacturers across North America have trusted Pattyn to provide robust, flexible automation tailored to their unique production environments. Working closely with our customers, we design and integrate solutions that maximize throughput, reduce manual handling, and ensure consistent results - from individual machines to fully integrated packaging lines.

Pattyn North America is part of the global Pattyn Group and a member of the Duravant family of operating companies bringing together global packaging expertise with expanded capabilities in automation, integration, lifecycle services, and support. With manufacturing, sales, and service operations across North America, Europe, and Asia, we deliver local partnership back by global innovation.

This position description identifies the major responsibilities of this job. It does not include all aspects of the position such as the potential additional duties assigned by supervisors and the requirement for flexibility in helping others for the company's overall benefit.

POSITION SUMMARY:

The Customer Service Representative is responsible for providing support to customers across North America. This role manages all aspects of spare parts order processing - including quoting, order entry, documentation, communication, and issue resolution - while ensuring an exceptional customer experience. The position requires strong organizational skills, attention to detail, and the ability to collaborate with technical teams, vendors, and warehouse personnel. This position operates during normal business hours of 8:00am to 5:00pm, with flexibility as needed to support customer and operational requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to customer phone calls and emails for North American customers.
• Create and process quotes, sales orders, pick tickets, packing lists, shipping labels/Bills of Lading, and customer invoices for spare parts.
• Generate clear, professional emails explaining quote details, part availability, and related information to ensure customer understanding.
• Coordinate with higher-level technical support when technical details or engineering clarification is required.
• Create quotes on behalf of the Customer Relations Manager during customer visits or business travel.
• Submit purchase orders to vendors as needed and follow up to confirm receipt, order acknowledgments, and delivery timelines.
• Resolve customer concerns related to delivery expectations, order discrepancies, and late shipments.
• Manage customer returns and generate Return Material Authorizations (RMAs).
• Contact customers by phone to verify account information, order details, and follow-up requirements.
• Identify part numbers requested by customers and gather needed documentation (photos, machine serial numbers, etc.) when unknown.
• Support ongoing trend tracking by gathering competitive information and observing customer behavior; report insights to the Parts Department Manager.
• Assist warehouse operations by picking, packing, and shipping orders during staff absences or peak workload periods.
• Maintain accurate records, documentation, and communication throughout the order workflow.
• Other duties as assigned.

POSITION REQUIREMENTS:

• Experience: Customer service, inside sales, order processing, or parts department experience preferred.
• Education: High school diploma or equivalent required; additional technical or administrative training preferred.
• Technical Skills:
• Proficiency in Microsoft Office (Outlook, Excel, Word, OneNote, PowerPoint).
• Ability to read and understand product information, part numbers, and order documentation.
• Language: Bilingual proficiency in English and Spanish preferred but not required
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and attention to detail.

POSITION SPECIFIC COMPETENCIES

• Results Focused
• Relationship Building
• Customer Focused
• Problem Solving
• Communication skills - verbal and written
• Self-Management
• Technical Aptitude

PHYSICAL DEMANDS

Able to stand, walk, bend, twist and reach with arms and hands. Good visual acuity to see computer screens and read fine print on a variety of reports.

WORK ENVIRONMENT:

Office and warehouse environment.

WHY YOU SHOULD APPLY:

• Competitive wages with growth opportunity.

• Shared company-paid premium health benefits with buy-up options.

• Company paid Long-term Disability Plan and Basic Life and AD&D.

• 401(k) employer matching plan.

• Three weeks of paid leave and 10 paid holidays.

• Educational Assistance Program that pays for job-related tuition assistance, training, course registration, and exam fees (up to $5,250 per calendar year per eligibility requirements).

• Company discount program for you and your family (e.g., concerts, sporting events, health and wellness, travel, gifts and more!).

• Employee Assistance Program (EAP) that assists with guidance on childcare, financial planning, pet care, and more.

• Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results.

• Customer-centric: We have long-standing valued customers and differentiate ourselves by providing them with exceptional services.

• Culture: We are driven by our number one asset, our employees, and their successes!

Pattyn North America maintains a drugfree workplace and is an equal employment opportunity (EEO) employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. The "EEO is the Law" poster is available at: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation due to a disability for any part of the employment process should contact the Pattyn North America Human Resources Department to request accommodation. In addition to federal law requirements, Pattyn North America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. Candidates must satisfactorily pass a background check, post offer drug screen, and physical prior to employment. Pattyn North America participates in E-Verify.