Customer Experience Technician

Waupaca Foundry, Inc. is North America’s leading supplier of iron castings and has a history of innovation with a legacy of product quality. Waupaca Foundry employs approximately 3,200 people company-wide. Waupaca Foundry is committed to relentless improvement, forward-thinking sustainability initiatives, and providing a reliable experience to the millions who use our castings every day. Our goal is to employ individuals who take pride in their work within a culture of continual innovation. Waupaca Foundry is proud to be an employer of choice for those driven and skilled individuals seeking rewarding careers by producing top quality castings. You will be right at home at Waupaca Foundry. Cast Your Own Future. More information is available on our website www.waupacafoundry.com Role Customer Experience Technician

The Customer Experience Technician (CET) in the foundry business serves as the primary point of contact between the company and its customers. They ensure customer satisfaction by managing orders, addressing inquiries, and resolving issues promptly. The CET collaborates with sales, production, inventory planning, and logistics teams to guarantee seamless order fulfillment and strong client relationships.

Responsibilities/Duties Include

- Safety:

- This position requires adherence to all company safety policies and procedures.

- Employees are expected to use equipment properly, report any unsafe conditions or hazards, wear appropriate PPE, and participate in required safety training.

- A clean and organized workspace is essential for safety, and all employees are expected to maintain a safe work environment.

- 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 about castings, alloys, and manufacturing processes, collaborating with internal and external resources.

- Order Management:

- Resolve customer order escalation issues.

- Monitor order progress, proactively updating customers on any changes or delays.

- Interface with Production Planning to ensure lead time and OTD is achieved.

- Relationship Management:

- Build and maintain strong relationships with customers, understanding their specific needs and preferences.

- Handle complaints and issues professionally, ensuring quick resolutions and customer satisfaction.

- Escalate to management when applicable.

- Collaboration with Internal Teams:

- Work closely with production, quality assurance, production planning, accounting, and logistics teams to align customer requirements with manufacturing/shipping schedules.

- Facilitate customer requirements with I.T. (barcode, shipping paperwork, etc.)

- Assist the sales team by providing customer feedback and identifying potential opportunities for upselling or new business.

- Achieve upselling KPI annually.

- Documentation and Reporting:

- Maintain accurate records of customer interactions, orders, and communications using CRM systems.

- Prepare regular reports on customer activity, open orders, and any ongoing issues.

- Ensure customer scorecards are reviewed and are accurate for monthly reviews.

- Quality and Issue Resolution:

- Support the quality team by gathering customer feedback on product performance and addressing any quality-related concerns.

- Help coordinate returns, replacements, or credits when necessary.

- Continuous Improvement:

- Identify areas for improving customer service processes and support the implementation of best practices.

- Support continuous improvement initiatives to optimize production processes and reduce costs.

- Stay informed about foundry products, processes, and industry trends to better serve clients.

- Communicate internally market trends, customer indications, and potential risks associated with customer activities.

This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions" for purposes of the ADA.

Preferred Education/Qualifications Requirements

- Education: High school diploma required; bachelor’s degree in business, manufacturing, or related field preferred.

- Preferred Experience: 3-5 years of customer service, preferably within a manufacturing or foundry setting.

- Proficiency with EDI systems and ERP software (such as SAP, AS400, Oracle, or similar platforms) is preferred.

- Strong computer skills, including Microsoft Office (Excel, Word, Outlook).

- Communication: Excellent verbal and written communication skills to interact with internal teams.

- Problem-Solving: Ability to quickly identify and resolve order and system-related issues.

- Organization: Strong attention to detail and the ability to manage multiple tasks simultaneously.

- Basic understanding of metal casting processes, materials, and industry terminology is a plus.

- Travel required as needed, such as attending meetings, customer visits, or events.

If selected for consideration, candidates must successfully complete a selection process that includes interviews, reference check/verification, and a pre-employment drug screen.

Benefits

Waupaca Foundry offers competitive wages and exceptional benefits, including:

- Medical, dental, vision

- Short and long term disability

- Life insurance

- 401(k)

- Employer funded retirement plan

- Paid vacations/holidays

- Wellness program

- Fitness membership

- Employee assistance program (EAP)

- Employer supported career development, including tuition reimbursement

Waupaca Foundry is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.