Customer Service

In 1989, Wikoff’s first continual improvement department was established, adopting a Total Quality Management approach. Over the years, the department has matured and expanded its vision to include not only oversight of the quality management system, but also training programs and employee safety while adopting other improvement methodologies such as lean and six sigma.RoleAt Wikoff Color Corporation, we’re proud to be employee-owned, which means every team member has a stake in our success. We believe in building a workplace where people feel valued, empowered, and invested in the future.The Customer Service Agent is responsible for managing day-to-day customer interactions, order processing, and service coordination to ensure accurate and timely fulfillment. Reporting to the Customer Service Manager, this role serves as a primary point of contact for customers and supports seamless communication between Commercial, Operations, Supply Chain, and Distribution teams. The Customer Service Agent plays a key role in maintaining high service standards and supporting overall customer satisfaction.Key ResponsibilitiesProcess customer orders accurately within the ERP systemMonitor order status, backlog, and delivery timelinesCommunicate order confirmations, shipment updates, and issue resolution to customersCoordinate with Production, Planning, and Logistics to ensure on-time fulfillmentEscalate service issues or discrepancies to the Customer Service Manager as neededMaintain accurate customer records, pricing information, and documentationSupport reporting related to order accuracy and service performanceKey DeliverablesHigh order entry accuracy and timely order processingClear and proactive communication with customersReduced order errors and service-related discrepanciesImproved visibility into backlog and delivery statusConsistent adherence to customer service standards and response timelinesReporting StructureReports To: Customer Service ManagerDirect Reports: NoneEducational RequirementsAssociate’s or Bachelor’s degree in Business or related field (preferred)High school diploma or GED (required)Required Experience2–5 years of experience in customer service, order management, or supply chain coordinationExperience working with ERP systems and order entry processesStrong communication and problem-solving skillsAbility to manage multiple customer requests in a fast-paced environmentStrong attention to detail and organizational skillsEffort/Physical DemandsAbility to lift up to 25 lbsAbility to sit and stand for long periods of timeHealth & Safety ResponsibilitiesMust work in accordance with Health & Safety regulations, Company Rules, Plant Rules, policies and procedures.Must use or wear equipment, protective devices, or certain clothing as required by the company.BenefitsCompetitive pay and overtime opportunitiesHealth, dental, and vision insurancePaid time off and holidays401(k) Employee Stock Ownership Plan Career development and training opportunitiesClean, safe, and team-oriented work environmentThis position contributes to a quality product by ensuring overall compliance to defined Product Specifications, the Quality Management System, and the Quality Policy. Additionally, this position promotes a safe work environment by complying with the defined Safety rules, GMP and regulations at all times.This company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.