<p>Customer Service Specialist</p> <p>Application Deadline: 10 November 2025</p> <p>Department: Customer Relations</p> <p>Employment Type: Full Time</p> <p>Location: US - Wisconsin - Madison</p> <p>Reporting To: Trish Bailey</p> <p>Description</p> <p>The Customer Relations Specialist is the primary point of contact for our customers, responsible for fostering strong relationships, anticipating needs, and delivering world-class service. This role supports customer satisfaction and retention.</p> <p>Key Responsibilities</p> <ul> <li>Answer incoming calls and direct them to the appropriate department or address the issue as necessary. </li><li>Enter customer and internal orders with high accuracy. </li><li>Accurately process Return Material Authorization (RMA) requests in a timely manner. </li><li>Communicate and coordinate with our Credit and Collections department on any disputed invoices and resolve issues with customers in a timely manner. </li><li>Build relationships with customers by understanding business objectives and delivering consistent support. </li><li>Anticipate customer needs, identify opportunities or issues such as lost sales, develop recommendations. </li><li>Serve as a liaison for customer perspectives across marketing, product, professional services, and sales teams. </li><li>Organize workflow to meet customer deadlines, coordinating with scheduling and sales to establish processes according to customer requirements. </li><li>Provide regular communication with customers regarding updates, information, concerns, and feedback. </li><li>Communicate and coordinate with internal departments including Product Managers, Sales Team and Technical Services. </li><li>Organize workflow to meet customer deadlines, coordinating with scheduling and sales to establish processes according to customer requirements. </li><li>Complete forms, applications, and respond to customer requests. </li><li>Perform additional duties as required or assigned. </li><li>Adhere to Franklin Electric's Core Values. </li></ul> <p>Skills Knowledge and Expertise</p> <p>Don't feel like you check all the boxes in the job description? Here at Franklin Electric, we are dedicated to building a diverse and inclusive culture which includes embracing candidates from a variety of different backgrounds and industries. We highly encourage you to apply so we can connect on this and future opportunities.</p> <ul> <li>3+ years of experience in customer service, account management, or customer success </li><li>Strong communication skills, verbal and written - with internal and external stakeholders </li><li>High attention to detail, accuracy, and follow-through </li><li>Proficiency in Microsoft Office; ERP or CRM system preferred </li><li>Ability to manage multiple priorities and work independently in a fast-paced environment </li><li>Highly self-motivated and proactive professional with a strong ability to work independently </li><li>Maintains focus on achieving goals in dynamic environments </li><li>Problem Solving </li><li>Planning and Organizing </li></ul> <p>Education and Experience</p> <ul> <li>Associates degree (preferred) </li><li>3+ years of relevant experience or training in customer service or a related field (required). </li></ul> <p>Computer Skills</p> <ul> <li>Intermediate: 10-key. </li><li>Basic: Alphanumeric data entry; word processing/ typing. </li><li>Microsoft Office </li></ul> <p>Why Work at Franklin Electric?</p> <p>Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company. But more importantly, be satisfied in knowing you make a difference.</p>