Customer Service Representative

About Us

Universal Metrics, LLC (UMI) is a growing metal fabrication company that combines job-shop creativity with the capacity to handle both small- and large-quantity manufacturing. Our corporate facility is located in Menomonee Falls, Wisconsin, with our mobility division based in New Berlin, Wisconsin. We partner closely with our customers to deliver high-quality, American-made, pre-fabricated parts and products engineered to endure demanding applications.

Position Overview – Customer Service Representative

The Customer Service Representative plays a key role in ensuring an exceptional customer experience by serving as the primary liaison between our customers and internal teams. This position is responsible for managing customer inquiries, orders, and concerns while maintaining the highest level of professionalism and accuracy.

Key Responsibilities (Duties may be adjusted or expanded as business needs evolve)

- Respond promptly and professionally to customer inquiries, concerns, and complaints regarding products, billing, and service.

- Process customer orders received via phone, email, fax, and the company website.

- Provide accurate price quotes, delivery timelines, and product information.

- Coordinate with production to monitor job orders, ensuring on-time delivery, and escalate issues when necessary.

- Manage order entry, including creating sales orders, sending confirmations, and updating customers on order status.

- Collaborate with operations to expedite urgent orders and ensure production order accuracy.

- Support outside sales representatives with order updates, documentation, and customer follow-up.

- Maintain accurate records, reports, and documentation related to customer accounts and orders.

- Prepare customer satisfaction and delivery reports for management.

- Conduct bi-weekly customer account reviews and weekly labor reclassifications by product line.

- Assist with the Engineering Change process as needed.

- Follow all company safety procedures and maintain a clean, organized work environment.

Qualifications

- High school diploma required; Bachelor’s degree preferred.

- 3–5 years of related customer service or administrative experience, or an equivalent combination of education and experience.

- Proficiency in Microsoft Word and Excel; experience with ERP software preferred.

- Strong written and verbal communication skills with the ability to remain professional under pressure.

- Ability to read and interpret order documents, blueprints, and procedural manuals.

- Strong organizational skills with exceptional attention to detail.

- Ability to multi-task, prioritize workload, and work effectively in a fast-paced environment.

- Solid problem-solving skills and the ability to apply practical judgment in standardized situations.

- High energy, strong work ethic, and a commitment to providing outstanding customer service.

- A good attitude!

Job Type: Full-time

Pay: $22.00 - $27.00 per hour

Benefits:

- 401(k)

- Dental insurance

- Health insurance

- Paid time off

- Vision insurance

Work Location: In person