Customer Service Representative

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<div class="isg-job-description“>Headquartered in Butler, WI, MRPC is a family-owned, single-source provider of medical device components and assemblies. The company began in 1921 during major industrial growth in Milwaukee. MRPC supplied rubber and thermoplastic components for some of the world’s leading producers of small engines, power tools, plumbing supplies, electrical systems, and brewing and bottling equipment.
MRPC is seeking a high-level Customer Service Representative who balances daily account management with departmental leadership. In this role, you aren’t just processing orders; you are a key point of escalation for contract reviews and a mentor to the customer service team. You will serve as the primary link between our customers and our production/engineering teams, ensuring data integrity and world-class service.
Key Responsibilities

• Customer Relationship Management: Act as the primary contact for inquiries regarding order status, delivery commitments, and technical literature. Manage expediting requests and resolve complex customer complaints with professionalism.
• Team Leadership & Mentoring: Train new associates and provide ongoing coaching to the current team to ensure consistent communication standards and data accuracy within the ERP system.
• Technical Data Management: Execute precise data entry into IQMS (ERP) for customer orders and communications. Maintain comprehensive service records, engineering project status reports, and quote logs.
• Contract & Quality Oversight: Serve as the first point of escalation for contract reviews and perform periodic audits of the review process to ensure compliance and accuracy.
• Marketing & Hospitality: Assist with trade show planning, e-newsletter support, and website updates. Provide a welcoming experience for customers visiting the facility.
• Continuous Improvement: Lead projects to streamline the use of IQMS and track the department’s “versatility matrix” to ensure cross-training depth and operational resilience.

Qualifications

• Experience: Minimum of 1 year of professional customer service experience, preferably in a manufacturing or technical environment.
• Leadership Ability: Proven aptitude for coaching, training, and leading peers.
• Technical Skills: Proficiency in ERP systems (IQMS preferred) and Microsoft Office. Ability to interpret contract requirements and technical specifications.
• Communication: Strong verbal and written communication skills with a focus on “positive resolution” strategies.
• Adaptability: Ability to follow complex instructions and wear personal protective equipment (PPE) when entering production areas.</button>

Application requirement

To be considered, all candidates must complete the Culture Index survey: go.cultureindex.com