Customer Service Representative (on-site)

Customer Service Representative I

Franklin, Wisconsin

Full-Time | On-Site | Non-Exempt

Build Your Career with API Heat Transfer

At API Heat Transfer, we engineer and manufacture specialized heat transfer solutions that power critical industries around the world. With more than 140 years of innovation and manufacturing excellence, we help customers solve complex thermal challenges through advanced technology, exceptional service, and dedicated people.

As we continue our transformation journey and Lean culture evolution, we are looking for talented team members who are energized by growth, collaboration, and continuous improvement.

If you''re looking for more than a traditional customer service role and want to build a career supporting manufacturing, operations, and industrial customers, we''d like to hear from you.

Position Reports To: Customer Service Manager

Position Summary

The Customer Service Representative serves as the primary point of contact for customers and plays a critical role in ensuring a positive customer experience from order entry through delivery.

This position partners closely with Sales, Production Planning, Engineering, Quality, Logistics, and Accounting to ensure customer orders are processed accurately, expectations are managed proactively, and issues are resolved quickly and professionally.

Success in this role requires strong communication skills, attention to detail, problem-solving abilities, and a passion for delivering exceptional service.

This is not a call-center position. This role offers meaningful interaction across multiple business functions and provides an excellent foundation for career growth in customer service, inside sales, supply chain, operations, or commercial support.

What You''ll Do

Customer Support & Relationship Management

• Serve as the primary contact for customer inquiries via phone and email.
• Provide timely updates regarding order status, shipments, delivery schedules, and customer requests.
• Build positive relationships with customers by delivering responsive and professional service.
• Collaborate with internal departments to resolve customer concerns and ensure successful outcomes.

Order Management & Coordination

• Enter and maintain customer orders accurately within the ERP system.
• Review purchase orders for pricing, quantities, part numbers, and delivery requirements.
• Issue order acknowledgments and ensure customer expectations are aligned with production schedules.
• Monitor open orders and proactively identify potential delays or issues.
• Coordinate with Planning, Production, and Logistics teams to support on-time delivery performance.
• Track shipments and provide shipping confirmation and delivery updates.

Customer Requirements & Documentation

• Maintain customer account information and supporting documentation.
• Manage customer portal updates and order-related documentation.
• Support customer requirements related to packaging, labeling, certifications, and shipping instructions.
• Respond to requests for certificates of conformance and other customer documentation.

Customer Feedback & Issue Resolution

• Support customer satisfaction initiatives, including Net Promoter Score (NPS) follow-up activities.
• Document customer concerns, complaints, and return requests.
• Ensure customer issues are routed appropriately and tracked through resolution.
• Communicate status updates and corrective actions to customers as needed.

Lead Qualification & Business Support

• Review and qualify incoming sales leads from company websites and inbound inquiries.
• Gather relevant customer information and route qualified leads to the Sales team.
• Help maintain customer service metrics and reporting.
• Participate in Lean, continuous improvement, and process documentation initiatives.

Qualifications

Required

• High school diploma or equivalent.
• Proficiency with Microsoft Office applications, especially Outlook, Excel, and Word.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities while maintaining accuracy.
• Customer-focused mindset with strong problem-solving capabilities.
• Ability to work effectively within a fast-paced team environment.

Preferred

• Associate degree in Business, Supply Chain, Communications, or related field.
• Two or more years of customer service, customer support, or order management experience.
• Manufacturing, industrial, or distribution experience.
• Experience using ERP and CRM systems.
• Experience working with customer portals.
• Familiarity with Lean Manufacturing or continuous improvement practices.
• Ability to read purchase orders, specifications, and basic technical documentation.

Key Competencies

• Customer Focus
• Communication
• Collaboration
• Accountability
• Adaptability
• Problem Solving
• Attention to Detail
• Time Management
• Continuous Improvement Mindset

What We Offer

• Competitive pay
• Medical, dental, and vision insurance
• Company-paid life insurance
• Short-term and long-term disability benefits
• 401(k) with company match
• Paid vacation and holidays
• Employee assistance program
• Professional development opportunities
• Career growth within customer service, commercial operations, and sales support
• Collaborative team environment

Why Join API Heat Transfer?

In this role, you''ll gain exposure to the entire manufacturing process while working directly with customers and internal business partners. You''ll develop valuable skills in customer relationship management, order management, supply chain coordination, and commercial operations while contributing to a company that delivers mission-critical solutions around the world.

If you''re looking for an opportunity to learn, grow, and make an impact, we''d love to meet you.

Additional Application Requirement

To be considered for this position, please complete our Culture Index Survey:

https://go.cultureindex.com/

API Heat Transfer is an Equal Opportunity Employer committed to building a diverse and inclusive workplace.

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