Customer Service Specialist

Customer Service Specialist

Application Deadline: 10 November 2025

Department: Customer Relations

Employment Type: Full Time

Location: US - Wisconsin - Madison

Reporting To: Trish Bailey

Description

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.

Key Responsibilities

• Answer incoming calls and direct them to the appropriate department or address the issue as necessary.
• Enter customer and internal orders with high accuracy.
• Accurately process Return Material Authorization (RMA) requests in a timely manner.
• Communicate and coordinate with our Credit and Collections department on any disputed invoices and resolve issues with customers in a timely manner.
• Build relationships with customers by understanding business objectives and delivering consistent support.
• Anticipate customer needs, identify opportunities or issues such as lost sales, develop recommendations.
• Serve as a liaison for customer perspectives across marketing, product, professional services, and sales teams.
• Organize workflow to meet customer deadlines, coordinating with scheduling and sales to establish processes according to customer requirements.
• Provide regular communication with customers regarding updates, information, concerns, and feedback.
• Communicate and coordinate with internal departments including Product Managers, Sales Team and Technical Services.
• Organize workflow to meet customer deadlines, coordinating with scheduling and sales to establish processes according to customer requirements.
• Complete forms, applications, and respond to customer requests.
• Perform additional duties as required or assigned.
• Adhere to Franklin Electric's Core Values.

Skills Knowledge and Expertise

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.

• 3+ years of experience in customer service, account management, or customer success
• Strong communication skills, verbal and written - with internal and external stakeholders
• High attention to detail, accuracy, and follow-through
• Proficiency in Microsoft Office; ERP or CRM system preferred
• Ability to manage multiple priorities and work independently in a fast-paced environment
• Highly self-motivated and proactive professional with a strong ability to work independently
• Maintains focus on achieving goals in dynamic environments
• Problem Solving
• Planning and Organizing

Education and Experience

• Associates degree (preferred)
• Three +years of relevant experience or training in customer service or a related field (required).

Computer Skills

• Intermediate: 10-key.
• Basic: Alphanumeric data entry; word processing/ typing.
• Microsoft Office

Why Work at Franklin Electric?

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.

Take a look at this video to see our Global Headquarters here in Fort Wayne, Indiana.