Customer Service Representative

Location: Union Grove, WI (Hybrid after training)

Compensation: $48,000-$50,000 base salary + Commission Eligible

Hours: 1st shift.

Company Overview

Since 1938, American Roller Company has been the leader in industrial rollers and coatings. Guided by the American Roller Way, we prioritize safety, innovation, quality, and continuous improvement. We empower our people and drive customers success with cutting-edge solutions in the rubber and polymer industries. We have multiple facilities across the United States, and we’re looking for a skilled individual to join our team.

Position Overview

We are seeking a Customer Experience Representative to join our team in Arlington, TN. This role is a critical part of our Corporate Customer Experience team, working closely with Account Managers and customers to ensure seamless order management, technical quotations, and customer support. This position offers a hybrid schedule after training, providing flexibility while contributing to a fast-paced and collaborative work environment.

Key Responsibilities

Serve as a primary point of contact for customers via phone, email, and occasional in-person visits

Provide new customer setup support, working with accounting to ensure smooth onboarding

Manage order entry and processing across multiple plants using ERP/MRP systems

Generate technical quotations in collaboration with Account Managers

Coordinate order transfers between plants, ensuring timely processing and delivery

Process Return Material Authorizations (RMAs) and act as a liaison between customers and production

Obtain prints and specifications from customers for accurate order fulfillment

Work with Purchasing, Accounting, and Production teams to resolve customer inquiries and order discrepancies

Track and follow up on customer Purchase Orders (POs) to ensure timely processing

Verify PO documentation accuracy and adjust system entries as needed

Assist Accounting with delinquent account communication

Qualifications

Customer-focused mindset with strong problem-solving skills

Ability to work independently and collaboratively in a fast-paced environment

Exceptional organizational and time management skills

Experience in industrial manufacturing customer service

Proficiency in ERP/MRP systems (Infor CloudSuite (Syteline) a plus)

Strong skills in Microsoft Office (Teams, Word, Excel, PowerPoint, Outlook, OneNote)

Basic understanding of engineered drawings and print reading symbols

Education & Experience

High school diploma required (Associate or Bachelor’s degree preferred)

Minimum of 3 years in customer service within an industrial environment

Experience with rubber, urethane, or specialty coatings preferred