Inside Sales and Customer Service Representative

Super Steel, located in Mequon, WI, is an ISO-9001:2015 certified, industry-leading, Tier one, full-service serial production supply partner to global blue-chip Original Equipment Manufacturers. As a trusted strategic partner, we specialize in the production of complex weldments and turn-key finished products that meet precise quality standards. Our unparalleled fullservice metal fabrication and supply solutions reduce our Fortune 500 customers' overall spend by exceeding their reliability, strength, and performance expectations. We offer a diverse range of supply options, including rapid response cut, form, and machining support, as well as full-service in-house contract metal fabrication, machining, coating, and assembly solutions. These services are well-suited for products that require a high level of manufacturing repeatability and accuracy.

Job Overview

This position will serve as the primary point of contact for customers, ensuring their orders are processed efficiently, and any issues related to product delivery, quality, or production are resolved promptly. The ideal candidate will have a strong understanding of manufacturing processes, exceptional communication skills, and a commitment to delivering outstanding customer service in a fast-paced, production-oriented environment.

Key Responsibilities

• Customer Order Management: Receive, process (enter into ERP system), and track customer orders, ensuring accuracy in production schedules, inventory, and delivery timelines.
• Product Information & Inquiries: Provide detailed information to customers about product specifications, availability, lead times, and production capabilities.
• Issue Resolution: Handle customer complaints, product defects, delays, or quality issues by coordinating with internal teams (e.g., Production, Quality Control, Shipping) to find solutions.
• Coordination with Production Teams: Work closely with the production, scheduling, and shipping departments to ensure customer expectations are met regarding product delivery times and quality standards.
• Documentation and Record-Keeping: Maintain accurate records of customer interactions, order status, inventory levels, and returns, ensuring all data is captured in the company's ERP or CRM system.
• Inventory Management: Assist in tracking product inventory levels to ensure customer demands are met without overstocking or understocking.
• Shipping and Delivery Coordination: Coordinate with the logistics department to ensure timely shipping and on-time delivery of orders, while keeping customers informed of any potential delays.
• Quality Control Liaison: Work with the Quality Control team to address product quality concerns and communicate solutions to customers.
• Customer Feedback: Collect feedback from customers and relay relevant information to management and production teams to help improve products and processes.
• Proactive Communication: Keep customers updated on the status of their orders, proactively addressing any issues before they become problems.
• Quotes & new Business: Assist in quote preparation and delivery to customers and prospects.
  
  

Qualifications

• 2 years of customer service experience, ideally in a manufacturing or industrial environment.
• Strong understanding of manufacturing processes, product lifecycles, and supply chain operations is highly preferred.
• Excellent verbal and written communication skills, with the ability to explain technical details in a clear, customer-friendly manner.
• Problem-solving skills and the ability to think critically to resolve customer issues quickly and effectively.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook); experience with ERP or CRM systems is a plus.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced, deadline-driven environment.
• Strong attention to detail and organizational skills.
• A customer-first mentality with a commitment to delivering high-quality service.
  
  

Benefits

• Individual Coverage Health Reimbursement Arrangement: As part of your benefits package at Super Steel LLC, you will be eligible for an Individual Coverage Health Reimbursement Arrangement (ICHRA). The monthly pre-tax reimbursement amount is determined by your age, while your spouse will receive $272, and each child will receive $135. This arrangement allows you to choose a health insurance plan that best fits your needs and provides support for qualifying medical expenses not covered by your selected insurance. This flexibility empowers you to make informed decisions about your health care with the financial backing of the company. Eligible the first of the month after 30 days of employment.
• Vision and Dental Insurance by Delta Dental. Eligible the first of the month after 30 days of employment. 
• Voluntary Long-Term Disability, Short Term Disability, ADD&D, and Life Insurance. Eligible the first of the month after 30 days of employment 
• Flexible Spending Account (FSA): You will have the option to participate in a flexible spending account for health expenses. Eligible the first of the month after 30 days of employment. 
• Paid Holidays: You will receive 9 paid holidays each year, effective the 1st of the month after 30 days of employment.
• 401(k) Retirement Plan: You will be eligible to participate in our 401(k) plan starting on the 1st of the month after 90 days of employment.
• PTO
  
  

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