Customer Service Technician

Position summaryWald Mfg is a long-established growing manufacturing company. Our Order Entry/customer service & Parts team is small, but expanding. This position will cooperate with other branches of the business. We're hiring a customer service technician & parts specialist who is mechanically inclined, skilled at conflict resolution and rapport building, a quick learner, and a strong work ethic with an ability to follow procedures. You will handle customer-facing work now and help build out the team as it expands.*A Manager role may open in the future; when it does, team members at the time will be considered first. Promotions are earned and not guaranteed.*We have playbooks for many tasks, but not everything is fully defined. You'll need to solve problems, manage frustrated customers, and help us improve processes.Key responsibilitiesField inbound customer inquiries (phone, email) resolve issues quickly and professionallyAssist customers in placing orders for parts and products that match their needsCoordinate with operations and other teams on orders and issuesMaintain CRM records and sales documentation accuratelyTroubleshoot customer problems, document recurring issues, and suggest process improvementsDe-escalate frustrated customers with empathy and firmnessMeet KPIs: response time, accuracy, calls per hour, etc.Required QualificationsStrong verbal and written communicationTeam-oriented mindset with a reliable, no-drama work attitudeMechanically inclined and able to understand how products and parts workReliable, organized, able to multitaskQuick learner and coachableAble to handle frustrated customers calmly and professionallyComfortable with computers and general office softwareExperience with Google Sheets Additional Qualifications (not required)Prior experience with parts & order entryInterest or experience in manufacturing, mechanical products, or technical equipmentFamiliarity with CRM systemsUnderstanding of how to use MRP's and ERP'sCompensation & benefitsCompetitive pay Full benefits: health insurance, retirement plan, paid time offPaid training and direct mentorship focused on skill developmentWhy join Wald MfgJoin a company in business for over 100 years while working on a small, high-impact growing teamReal Impact: you'll help shape processes and the sales function as we growInternal candidates prioritized for leadership openings; promotions are earned by performance

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