Customer Support Specialist

Customer Support SpecialistJoin us at our new facility in Cedarburg! Wilo USA LLC is a subsidiary of Wilo SE, which is headquartered in Dortmund, Germany. Wilo is one of the leading manufacturers of pumps & pump systems for heating, cooling & air-conditioning solutions, water supply, and sewage & drainage. Wilo USA acquired Weil Pump and Scot Pump in 2017, American-Marsh Pumps in 2019 and QuantumFlo in October 2021, HydroServe in May 2023 and Plad in November 2023. We offer exceptional benefits: Health, Dental, Vision, Life and Critical Illness Insurance, Employee Assistance Program, Health Savings Account, 401(k) and match, Tuition Reimbursement, PTO 19 days, 10 holidays, 6 sick days. New facility with: on-site gym, on-site clinic, climate controlled, natural lighting. Position Summary The Water Management customer support specialist is responsible for handling customer requests regarding product selection, price and lead time quotation, order entry, status updates, and issue resolution. Further responsibilities include creating submittal documents, updating material and customer records, monitoring orders to and from our international partners, preparing sales reports, and participating in regular order status update meetings. Fulfilling these duties will require regular communication across multiple functional areas of the business, including sales, engineering, purchasing, operations, and logistics. Primary methods of communication are phone, email, and instant messaging via Microsoft Teams and Outlook. Orders are processed using SAP. Submittal documents and reports are created using Adobe Acrobat Pro and Microsoft Office. Essential Duties and Responsibilities The essential functions include, but are not limited to the following: Providing timely and accurate communication to customers Identifying and resolving customer issues in a professional and timely manner Handling a high volume of calls or e-mails each day Multi-tasking between customer support and order entry Ability to work well with others in a collaborative group setting Requirements Minimum Qualifications (Knowledge, Skills, and Abilities) Associates Degree or better 2 years customer service experience preferred Excellent phone etiquette and communication skills Mechanical aptitude Microsoft Office proficiency Knowledge of SAP preferred Familiarity with Adobe Acrobat Pro is a plus