Customer Service Representative

Company Summary
Steridose specializes in the design, development and manufacturing of bottom-mounted magnetic coupled mixers and radial diaphragm valves for the bioprocessing industry. As of 2026, Steridose has been newly acquired & now is part of an established group of companies: Holland Applied Technologies, Bio Fab Technologies, Liquid Process Equipment and W.A Tompkins Co. The full Steridose product portfolio will be operational at the Bio Fab Technologies manufacturing facility, located in Pleasant Prairie, WI.

We are excited about reinvesting into this fantastic product line and are looking to hirenew team members to help us! With growth on the horizon and our recent move into a brand-new manufacturing location, the future has never looked brighter. We are seeking a Customer Service Representative to provide our customers with best-in-class response time and ease of doing business.

Position Summary
The Customer Service Representative is responsible for providing responsive, accurate, and professional support to Steridose customers throughout the quotation, order entry, and order fulfillment process. This position serves as a primary point of contact for customer inquiries, prepares spare part quotations, processes purchase orders, issues order acknowledgments, and communicates order status and delivery updates. The role also owns and administers the Return Material Authorization (RMA) process, ensuring customer returns, product concerns, and warranty inquiries are properly documented, coordinated, and resolved. Working closely with Application Engineering, Purchasing, Planning, Production, and Shipping, the Customer Service Representative ensures customer requirements are accurately communicated, orders are processed efficiently, and potential issues are proactively addressed. The position is focused on improving customer satisfaction, response times, order accuracy, and on-time delivery while maintaining accurate records within the M1 ERP system.

Job Responsibilities

• Is the customer-facing representative for Steridose. Internally, this role is the voice of the customer, providing advocacy for customer orders and customer-related matters.
• Serve as the primary point of contact for customers, distributors, and OEMs, responding promptly and professionally to inquiries regarding products, pricing, quotations, order status, availability, and delivery schedules.
• Prepare and issue accurate customer quotations for standard products, replacement parts, and equipment, coordinating with Application Engineering for technical reviews, product selection, and nonstandard requirements.
• Review and process customer purchase orders within the M1 ERP system, verifying part numbers, pricing, quantities, shipping instructions, payment terms, and customer requirements.
• Prepare and issue order acknowledgments, confirming order details, estimated shipment dates, applicable terms and conditions, and other relevant information.
• Maintain accurate customer records, quotations, sales orders, and correspondence within M1 ERP and network documents, ensuring complete and organized documentation.
• Monitor open customer orders and coordinate with the Buyer / Planner and Production teams to verify manufacturing progress, material availability, and anticipated shipment dates.
• Proactively communicate order status, lead time changes, production delays, and revised delivery commitments to customers, ensuring timely and transparent communication.
• Own and administer the Return Material Authorization (RMA) process, including receiving customer requests, issuing RMA numbers and instructions, maintaining the RMA log, tracking returned products, and coordinating internal evaluations, repairs, replacements, or credits through final resolution and closure.
• Coordinate with Engineering, Production, Quality, and Management to resolve customer complaints, product discrepancies, warranty inquiries, and returned material issues, ensuring timely follow-up and communication of approved resolutions.
• Coordinate with internal teams to confirm shipment readiness, shipping methods, customer delivery requirements, and preparation of applicable domestic and international shipping documentation.
• Maintain quotation logs, customer inquiry records, open order reports, RMA tracking records, and customer service performance metrics, including response time, order accuracy, and customer satisfaction.
• Support continuous improvement initiatives focused on streamlining quotation, order entry, and RMA processes, improving customer communication, reducing errors, and enhancing overall customer service efficiency.
• Other duties as assigned.

Qualifications

• Excellent written and verbal communication skills
• Excellent organizational and time management skills with the ability to multi-task and prioritize responsibilities appropriately.
• Strong attention to details.
• Ability to review, interpret, organize, and maintain technical and administrative documentation.
• Proficiency in MS Office (Excel, Word, Outlook)
• Experience with ERP/MRP systems and electronic document management.

• Excellent interpersonal and customer service skills
• Shipping knowledge and experience (international and domestic)
• Two Year associate degree or bachelor's in communications or business preferred
• 3-7 years of previous related experience in industrial manufacturing highly considered

Physical/Work Requirements

• Primarily office-based work with extended computer use.
• Occasional movement through production and shipping areas to collect or verify documentation.
• Occasional handling of files and office materials weighing up to 15 pounds.
• Occasional standing, bending, and reaching for filing; compliance with shop safety requirements

Benefits

• Competitive Base Salary and annual bonus target
• Company-subsidized Health Insurance, Dental Insurance, Life/Disability Insurance (covered by company), HSA/FSA
• Retirement savings plan (401k) with net 4% employer match
• Industry leading profit share program
• Unique schedule / summer days

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