Customer Service Representative

JOB DESCRIPTION

Position: Customer Service Representative

Position Status: Hourly Non-exempt

Schedule: Monday - Friday; normal business hours

Reports To: Customer Service Manager

Location: Green Bay, and De Pere locations as needed, otherwise remote

About FyterTech:

Are you ready to join an organization where you are able to make a significant daily impact? An organization where you will be a major contributor to the growth and strength of our organization? Where you will be contributing to the betterment of the environment and our communities? Then FyterTech is the place for you to make your next and best career move.

FyterTech Nonwovens is a market-leading materials manufacturer of nonwoven high-tech products that are used in a variety of settings. Applications include cleaning up the spills one could expect to see in hospitals, laboratories, oil spills and grocery stores – just to name a few. As a market leader in our industry, we are looking for someone with a competitive edge to help drive a can-do collaborative culture.

Position Summary:

We are seeking a dedicated and detail-oriented Customer Service Representative to join our team in the nonwovens industry. The ideal candidate will be the primary point of contact for customers, ensuring their needs are met efficiently and professionally. This role requires excellent communication skills, a strong understanding of manufacturing processes, and the ability to thrive in a fast-paced environment.

Principal Duties and Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and online platforms
• Process and track customer orders from initiation to delivery
• Resolve customer issues and complaints in a timely manner
• Coordinate with production, logistics, and sales teams to ensure customer satisfaction
• Maintain up-to-date customer records in CRM and related systems
• Provide product and order information to customers as needed
• Assist in preparing quotations and order confirmations
• Follow up with customers regarding delivery schedules and feedback
• Identify and escalate complex issues to appropriate departments
• Support continuous improvement efforts in customer service processes
• Performs other duties as may be necessary to fulfill the responsibilities of this position. These duties are not meant to be all-inclusive, and other duties may be assigned.
• Interpreting and entering customer orders on a timely basis into systems and provide customers with order acknowledgements
• Answering customer phone calls, emails, and internet requests, following up with customer requests, and providing technical support where possible
• Proactively call customers to provide solutions, resolve issues
• Update systems as needed with customer data, pricing, and other specifics to ensure correct production and shipment of customer orders
• Follow established service guidelines and standardized procedures
• Arrange for freight quotes to ensure lowest cost while maintaining customer service
• Provide feedback in process improvement activities within the supply chain, sales, production, and shipping
• Responsible to facilitate resolution of problems that may arise among sales, production, and shipping areas and bring unresolved issues to management

Knowledge, Skills and Abilities:

• High school diploma or equivalent, plus 1-2 years of customer service experience, ideally in manufacturing or B2B environment in an industrial or manufacturing setting is required.
• Associate or bachelor’s degree in business administration, Communications, or a related field is preferred.
• Proficiency with Microsoft Office Suite required. 
• Experience with nonwovens products or industrial materials is preferred; willing to train the right person.
• NetSuite and Hub Spot experience preferred.
• Ability to multitask and work with multiple people and on multiple projects simultaneously.
• Demonstrates excellent communication skills and understands the importance of timely and complete communication to all involved parties. 
• Enjoy working in a team-based environment working towards everyone’s success and growth.
• Capable of working independently without direction as needed.

The preferred qualifications for a Customer Service Representative encompass a blend of education, experience, technical skills, and personal attributes. While the specifics may vary by organization or industry, those who combine customer service acumen with strong communication, adaptability, and a customer-first approach are best positioned for success. Investing in skill development and aligning personal values with company culture pave the way for a rewarding and impactful career at FyterTech.

If you are passionate, and eager to engage with customers, and ready to represent our brand, we invite you to apply and become a vital part of our team.

Working Conditions:

Reports to the Director of North American Customer Experience and works closely with sales, marketing and operations to accomplish established goals. Works daily with highly confidential business information.

Other Duties: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity:

It is the policy of FyterTech to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran, or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.