Customer Service Representative

Company Overview
Castalloy Group is a division of Norican Group. Castalloy is one of the leading producers of high alloy castings and has been producing engineered cast components for over 50 years. The molding processes include airset and shell that enable us to produce castings which have excellent dimensional accuracy and superior surface finish.
Castalloy’s diverse customer base and ability to serve our customers’ needs have earned us a dominant position in the high alloy casting and fabrication industry. We offer contract manufacturing to customer design, custom designs for specific applications and a wide range of standard products.
Continued modernization and automation of manufacturing equipment and environmental controls enable us to maintain our leading position in the marketplace.
Job Title: Customer Service Representative
Location: Waukesha, WI
Reports To: Sales Manager

Part I – Position Purpose:
This is a critical position in the success of our organization that requires excellent written and verbal communications, outstanding organization and follow-through, and team-oriented collaboration to work alongside other departments within the organization. This will serve as a reliable point of contact for customer communication by handling day-to-day customer inquiries, providing relevant and timely updates to customers, and working closely with the other sales individuals to ensure complete costumer satisfaction. By fostering clear and professional communication, this individual supports strong, long-term customer relationships that align with our commitment to quality and service.
Key responsibilities include reviewing and entering all new and existing customer information into ERP system to ensure accuracy and compliance with company standards, obtaining pricing and maintaining up-to-date records of customer interactions. They will also be responsible for checking available inventory, providing delivery information, and all other tasks to provide outstanding customer experience.
Part II – Job Functions

• Keeping ERP system updated with all customer information and purchase orders
• Supporting outside sales staff with customer questions, entering orders, and status updates
• Maintenance of spreadsheets and running reports using some light data analysis skills
• Answering customer emails, calls, other points of contact in an accurate and timely manner with thorough follow-up
• Up to date with pricing information
• With exceptional interpersonal skills, provide outstanding customer service experience
• Support sales team in customer retention
• All other duties as assigned

Part III - Qualifications and Experience

• At least 3 years of previous customer service experience or related, experience in a manufacturing organization is preferred
• High school diploma required, Associate’s Degree in business, marketing or related is a plus
• Proficient in Microsoft Office programs and strong computer literacy, experience with Microsoft 365FO is a plus
• Basic math skills required
• Experience with purchase orders is preferred

Part IV – Personal Characteristics

• Energetic and positive attitude with ability to engage with various stakeholders, exemplifies high level of professionalism and interpersonal skills
• Detail oriented and organization skills to complete tasks with complete accuracy and in a timely manner
• Ability to handle many different customer inquiries and can handle difficult situations with proactive problem solving and resolution
• Shows willingness to learn and expand skillset
• Adaptability to change with grace and juggle multiple priorities
• Ability to work independently and as part of team.
• Able to work well under pressure and handle emergency and stressful situations.
• Acts with integrity and upholds Norican Group Core Values and Mission Statement