Job Description
Position summary Wald Mfg is a long-established growing manufacturing company. Our Order Entry/customer service & Parts team is small, but expanding. This position will cooperate with other branches of the business. We’re hiring a customer service technician & parts specialist who is mechanically inclined, skilled at conflict resolution and rapport building, a quick learner, and a strong work ethic with an ability to follow procedures. You will handle customer-facing work now and help build out the team as it expands. *A Manager role may open in the future; when it does, team members at the time will be considered first. Promotions are earned and not guaranteed. *We have playbooks for many tasks, but not everything is fully defined. You’ll need to solve problems, manage frustrated customers, and help us improve processes. Key responsibilities Field inbound customer inquiries (phone, email) resolve issues quickly and professionally Assist customers in placing orders for parts and products that match their needs Coordinate with operations and other teams on orders and issues Maintain CRM records and sales documentation accurately Troubleshoot customer problems, document recurring issues, and suggest process improvements De-escalate frustrated customers with empathy and firmness Meet KPIs: response time, accuracy, calls per hour, etc. Required Qualifications Strong verbal and written communication Team-oriented mindset with a reliable, no-drama work attitude Mechanically inclined and able to understand how products and parts work Reliable, organized, able to multitask Quick learner and coachable Able to handle frustrated customers calmly and professionally Comfortable with computers and general office software Experience with Google Sheets Additional Qualifications (not required) Prior experience with parts & order entry Interest or experience in manufacturing, mechanical products, or technical equipment Familiarity with CRM systems Understanding of how to use MRP’s and ERP’s Compensation & benefits Competitive pay Full benefits: health insurance, retirement plan, paid time off Paid training and direct mentorship focused on skill development Why join Wald Mfg Join a company in business for over 100 years while working on a small, high-impact growing team Real Impact: you’ll help shape processes and the sales function as we grow Internal candidates prioritized for leadership openings; promotions are earned by performance