About the Role

The Customer Experience Technician (CET) plays a critical role in delivering an exceptional customer experience within Waupaca Foundry’s manufacturing operations. Serving as the primary point of contact for customers, this position collaborates closely with sales, production, planning, quality, logistics, and IT teams to ensure orders are fulfilled accurately, on time, and to customer expectations. This role is ideal for someone who enjoys relationship-building, problem-solving, and working cross-functionally in a manufacturing setting.

Key Responsibilities

Safety

Follow all company safety policies and procedures.
Properly use equipment, wear required PPE, report hazards, and maintain a clean, organized, and safe work environment.
Participate in required safety training and initiatives.

Customer Communication

Respond to customer inquiries via phone, email, portals, and in person regarding products, packaging, pricing, lead times, and order status.
Provide technical information related to castings, alloys, and manufacturing processes in collaboration with internal and external resources.

Order Management

Resolve customer order escalations and issues.
Monitor order progress and proactively communicate updates or delays.
Interface with Production Planning to support lead time commitments and on-time delivery (OTD).

Relationship Management

Build and maintain strong customer relationships by understanding customer needs and preferences.
Handle complaints professionally and ensure timely resolution.
Escalate concerns to management when appropriate.

Internal Collaboration

Work closely with production, quality, production planning, accounting, logistics, and IT teams to align customer requirements with manufacturing and shipping schedules.
Support customer system requirements (barcoding, shipping documentation, EDI, etc.).
Assist sales efforts by sharing customer feedback and identifying upselling or new business opportunities.
Support achievement of annual upselling KPIs.

Documentation & Reporting

Maintain accurate customer records, orders, and communications in CRM systems.
Prepare reports on customer activity, open orders, and ongoing issues.
Review and validate customer scorecards for monthly performance reviews.

Quality & Continuous Improvement

Support quality initiatives by gathering customer feedback on product performance.
Assist with coordination of returns, replacements, or credits when needed.
Communicate market trends, customer indicators, and potential risks internally.
Identify opportunities to improve customer service processes and support continuous improvement efforts.

Qualifications

Education & Experience

High school diploma required; bachelor’s degree in business, manufacturing, or a related field preferred.
3–5 years of customer service experience preferred, ideally in a manufacturing or foundry environment.

Skills & Knowledge

Experience with EDI systems and ERP software (SAP, AS400, Oracle, or similar) preferred.
Strong computer skills, including Microsoft Excel, Word, and Outlook.
Excellent verbal and written communication skills.
Strong problem-solving abilities and attention to detail.
Ability to manage multiple tasks and priorities simultaneously.
Basic understanding of metal casting processes and industry terminology is a plus.
Ability to travel as needed for meetings, customer visits, or events.

Candidates selected for consideration must successfully complete interviews, reference checks, and a pre-employment drug screen.

Why Join Waupaca Foundry?

Waupaca Foundry is North America’s leading supplier of iron castings, employing approximately 4,400 people company-wide. The company is committed to innovation, sustainability, and continuous improvement—offering rewarding careers for individuals who take pride in producing top-quality products.

Benefits Include

Medical, dental, and vision insurance
Short- and long-term disability
Life insurance
401(k) and employer-funded retirement plan
Paid vacation and holidays
Wellness program and fitness membership
Employee Assistance Program (EAP)
Tuition reimbursement and career development support

How to Apply

Learn more and apply at www.waupacafoundry.com.

To apply for this job please visit jobs.ourcareerpages.com.