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. Role At 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 Responsibilities Process customer orders accurately within the ERP system Monitor order status, backlog, and delivery timelines Communicate order confirmations, shipment updates, and issue resolution to customers Coordinate with Production, Planning, and Logistics to ensure on-time fulfillment Escalate service issues or discrepancies to the Customer Service Manager as needed Maintain accurate customer records, pricing information, and documentation Support reporting related to order accuracy and service performance Key Deliverables High order entry accuracy and timely order processing Clear and proactive communication with customers Reduced order errors and service-related discrepancies Improved visibility into backlog and delivery status Consistent adherence to customer service standards and response timelines Reporting Structure Reports To: Customer Service Manager Direct Reports: None Educational Requirements Associate’s or Bachelor’s degree in Business or related field (preferred) High school diploma or GED (required) Required Experience 2–5 years of experience in customer service, order management, or supply chain coordination Experience working with ERP systems and order entry processes Strong communication and problem-solving skills Ability to manage multiple customer requests in a fast-paced environment Strong attention to detail and organizational skills Effort/Physical Demands Ability to lift up to 25 lbs Ability to sit and stand for long periods of time Health & Safety Responsibilities Must 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. Benefits Competitive pay and overtime opportunities Health, dental, and vision insurance Paid time off and holidays 401(k) Employee Stock Ownership Plan Career development and training opportunities Clean, safe, and team-oriented work environment This 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.