Customer Service Representative

Join Milwaukee Electronics – 70 Years of Innovation & Excellence

COMPANY OVERVIEW

Milwaukee Electronics is a leading provider of innovative manufacturing solutions, combining decades of experience with cutting-edge technology to deliver superior results. Our mission is to empower businesses with tailored solutions, enabling growth and success in an ever-evolving market. With a strong emphasis on collaboration, quality, and customer satisfaction, we are committed to driving innovation and shaping the future of manufacturing.

The Customer Service Representative serves as a primary point of contact for Milwaukee Electronics customers and plays a critical role in delivering an exceptional customer experience. This position is responsible for managing customer communications, processing and monitoring customer orders, coordinating account activities, and collaborating with cross-functional teams to ensure customer requirements are met.

The Customer Service Representative acts as an advocate for the customer while supporting business objectives related to quality, delivery, responsiveness, and customer satisfaction. Success in this role requires strong communication skills, attention to detail, problem-solving abilities, and a commitment to continuous improvement. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions of this position include, but are not limited to, the following:

• Serve as the primary point of contact for customers via phone, email, and in-person interactions.
• Provide timely and accurate information regarding:
• Purchase orders and order status
• Production schedules and delivery commitments
• Returns and credit processing
• Forecast maintenance and demand updates
• Quotations and pricing requests
• New product development activities
• Customer account information and order records
• Review customer orders and requests for completeness and accuracy and resolve discrepancies as needed.
• Monitor customer orders throughout the fulfillment process and proactively communicate delays, shortages, quality concerns, pricing issues, or other challenges.
• Coordinate with internal departments to ensure customer requirements and expectations are clearly communicated and understood.
• Advocate for customers by escalating concerns and facilitating resolution of issues impacting customer satisfaction.
• Track customer complaints, returns, and corrective actions to ensure timely resolution.
• Support customer growth initiatives by participating in internal discussions related to new products, account expansion opportunities, and strategic customer needs.
• Partner with Program Managers and cross-functional teams to strengthen customer relationships and support business growth.
• Maintain accurate customer records and transaction data within company systems.
• Participate in Continuous Improvement, Lean Manufacturing, and process improvement initiatives to enhance efficiency and service levels.
• Support departmental performance objectives and customer satisfaction goals.
• Comply with company policies, procedures, quality standards, and safety requirements.

QUALIFICATIONS

Required Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Supply Chain, Communications, or a related field preferred.
• Minimum one (1) year of customer service experience required.

Preferred Qualifications

• Experience in a manufacturing, electronics manufacturing services (EMS), industrial, or technical environment preferred.
• Experience managing customer accounts, quotations, order tracking, and issue resolution preferred.
• Experience with ERP/MRP systems; Epicor experience preferred.

Knowledge, Skills, and Abilities

• Strong customer service orientation with a commitment to delivering exceptional support.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Proven problem-solving and critical-thinking abilities.
• High level of accuracy and attention to detail.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Basic understanding of manufacturing processes and supply chain operations preferred.
• Understanding of vendor management practices is a plus.
• Ability to read, write, speak, and comprehend English fluently.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to operate a computer, and communicate via telephone. Occasional standing, walking, and light lifting up to 15 pounds may be required. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This position works in an office environment within or adjacent to a manufacturing facility. The noise level is generally moderate. Some exposure to the production floor may occur during order reviews or customer visits. 

ITAR Compliance Requirement
This position is located within an ITAR-regulated facility. Due to the nature of the work and access to controlled information, applicants must be U.S. Persons as defined by ITAR (U.S. citizens, lawful permanent residents, asylees, or refugees).

MILWAUKEE ELECTRONICS IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or age. If you are an individual with a disability and need a reasonable accommodation in the application or hiring process, please contact Human Resources at 414-228-5000 or hr@milwaukeeelectronics.com.

For more information about our commitment to equal employment opportunity, please see this government poster: Know Your Rights: Workplace Discrimination is Illegal | U.S. Equal Employment Opportunity Commission (eeoc.gov). 

Because this job has access to controlled technology, we must comply with ITAR. Any job offers will be contingent on verification that the candidate is a U.S. person (i.e., U.S. citizen, U.S. nationals, lawful permanent resident, or individual granted asylum/refugee status in the U.S.) or can otherwise satisfy ITAR compliance requirements. If applicable, if an individual is not a U.S. person, our policy is to not take the extra step of seeking approval from the federal government for that person to work in this position.

Upon hire, the successful candidate must present acceptable proof of identity and current authorization to work in the U.S., as required on Form I-9. We do not provide sponsorship support for employment-based visas such as H-1B.