Customer Service Lead Job at MacLean-Fogg in Menomonee Falls

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.

• 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

• 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
• 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

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