Customer Service Lead (Finance)
Join a fast-paced manufacturing environment where exceptional service meets operational excellence. We're looking for a Customer Service Lead-or a highly motivated Customer Service Representative ready to grow into the role-to support and improve customer-facing processes across our production site. You'll handle complex inquiries, drive cross-functional communication, and help shape a best-in-class customer experience. If you're a problem-solver with strong communication skills and a process mindset, we want to hear from you.
Job Details
- Position Type: Full-Time/Hourly (Non-Exempt)
- Pay Range: Competitive (based on experience level)
- Work Location: Onsite - Menomonee Falls, Wisconsin
- Career Path: Suitable for experienced leads OR high-potential CSRs ready to grow
Customer Support & Advocacy
- Act as the Voice of the Customer within the plant to ensure their needs are met
- Serve as the main contact for customer inquiries, complaints, and escalations
- Resolve complex customer service issues in a timely and professional manner
- Partner with Planning and Production to align customer expectations with capacity
- Communicate proactively with customers and internal stakeholders regarding order status, delivery updates, and service challenges
- Upload forecasts, orders, and updates into the ERP system (JDE)
- Coordinate daily shipments and troubleshoot delivery issues
- Ensure sales orders and customer forecasts are accurately maintained
- Work with Accounting to resolve invoice discrepancies and manage scrap billing
- Support the Shipping Team with order execution
- Track and report KPIs (on-time delivery, resolution rates, customer satisfaction)
- Update reports and systems following internal meetings or customer changes
- Prepare end-of-month reports and assist with system closes
- Maintain up-to-date data for customer service operations in ERP and other tools
- Analyze trends in customer issues and suggest improvements to reduce recurrence
- Collaborate with Supply Chain and other departments to streamline service processes
- Maintain accurate knowledge bases and SOPs
- Contribute to team-wide improvement initiatives and document best practices
- Strong written and verbal communication skills
- Excellent problem-solving and critical thinking
- Ability to work independently and collaboratively
- Proficiency with ERP systems (preferably JDE or similar)
- Strong customer service mindset with B2B professionalism
- Organizational and multitasking skills in a deadline-driven environment
- Ability to influence and support others without direct authority
- Education: Bachelor's degree or equivalent work experience
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Experience:
- Lead-Level: 5+ years of customer service experience in a manufacturing or B2B setting
- Entry-Level/Rep: 1-3 years of experience with proven growth potential
- Experience with ERP or CRM systems (1-3 years)
- Proficiency in Microsoft Office tools (Excel, Outlook, Word, Teams)
- Ability to sit for long periods and work on a computer throughout the day
#ZRAbout MacLean-Fogg
At MacLean-Fogg, you'll be part of a global manufacturing leader with a 100-year legacy of innovation and excellence. We partner with some of the world's most iconic brands to create high-quality fasteners, components, and engineered solutions for industries that shape the future. With the recent addition of Mallard Manufacturing, we've expanded into industry-leading gravity flow solutions for material handling. Here, your ideas and skills will make an impact-driving cutting-edge solutions, advancing sustainability, and helping build a better tomorrow. Join a collaborative team where your contributions matter and your career can thrive.
Why Join MacLean-Fogg?
At MacLean-Fogg, we are committed to supporting our employees with a comprehensive benefits package designed to foster growth, well-being, and financial security:
- Competitive Compensation: Rewarding your expertise and contributions.
- Health & Wellness: Comprehensive medical, dental, and vision plans with preventative care covered at 100%.
- Financial Security: 401(k) with company match and profit-sharing opportunities.
- Support for Growing Families: We provide paid parental leave to support all parents during important family milestones.
- HSA & FSA Plan Options: Flexible spending and savings options to help you manage medical expenses effectively.
- Wellness Perks: Tuition reimbursement, wellness equipment rebates, and mental health support through Spring Health, offering free therapy sessions.
- Life and AD&D Insurance: Peace of mind with coverage that protects you and your loved ones.
- Disability Coverage: Income protection during life's unexpected challenges, ensuring you feel supported.
- New Vehicle Supplier Discounts: Access exclusive savings on vehicles from leading manufacturers.
- Work-Life Balance: Flexible benefits tailored to meet your family's needs.
Various agencies of the United States Government require employers to maintain information on applicants pertaining to factors such as race, sex, and type of position for which an individual applies. The information requested is voluntary and is for compliance with certain record-keeping requirements. MacLean-Fogg is dedicated to fostering an inclusive and diverse workplace. We actively promote equal opportunity for all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristics. Discover more about your Equal Employment Opportunity rights as an applicant . If you require a reasonable accommodation to participate in our hiring process, please contact careers@macleanfogg.com .
