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Customer Support Representative 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Req Number SAL-17-00056  
Position Customer Support Representative  
Division Miller Electric Mfg. Co., an ITW Company  
Location WAC- Appleton  
Dept 179 

Assigned Shift 1st shift: 6 AM to 2 PM 

Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  

Basic Description

To provide exceptional Customer Service to our Customers by providing solutions to inquiries and requests while servicing all domestic welding brands. The candidate must possess a positive and enthusiastic attitude as well as have previous experience in all aspects of the order from placement following through to delivery to the customer. The location for this position is Appleton, WI.

Essential Functions

  • Manage 100+ in-bound calls per day to assist customers and sales teams with product and account assistance

  • Previous experience working through complete order fulfillment (order placement to delivery) is preferred

  • Order entry experience with a comfort level in learning new software systems

  • Facilitate the needs of our field sales team, warehouses, and business units

  • Work effectively through email, quotes, and product recommendations

  • Work well within the customer support team to identify improvement projects, scheduling rotation, and share information learned from business units

  • Timely back order review with communication regarding updates to distributors and sales team

  • EDI Monitoring and maintenance

  • Account Management – manage specific national accounts, this includes but is not limited to coordination of shipments, contract pricing, and communication of special customer requirements

  • Maintain accurate product information in customer portals

Position Requirements

Minimum Qualifications

  • Post-secondary education an asset

  • Able to build and maintain strong relationships with internal and external customers

  • Previous experience in a customer service environment where much of the role was managing in-bound calls required

  • Experience supporting customers in retail markets

  • Experience in a leadership role and inside sales is an asset

  • Excellent verbal and written communication skills, with a minimum of 8,000 KPH – 40 WPM keyboard skills, and construction of professional emails

  • Welding product and process knowledge preferred but will train. Must develop a solid understanding of the welding processes and all commercial products within six months

  • Experience in the use of a software system for order entry preferred

  • Must be proficient with Microsoft applications

  • Must possess the ability to make sound customer oriented decisions in a fast-paced environment

  • Must have a positive and enthusiastic attitude, while being self-motivated, with a desire to help the customer find the welding solution that is right for them

  • Demonstrated ability to multi-task with a higher level of comfort using multiple systems


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