Customer Engagement Specialist

This is a Hybrid position that includes working 3-days per week in our Owatonna facility and remote 2-days. Ideal candidates will live within a 50-mile radius of our Owatonna facility. Additional considerations may be afforded to candidates that reside outside of a 50-mile radius from our Owatonna facility.

Wenger Corporation is a privately-held, leading manufacturer of high-quality music education, performing arts and athletic products. Throughout our evolution from one-man operation to 600-employee market leader, Wenger Corporation has found success through an unwavering commitment to the growth of our company, our employees and our community.Wenger offers employees substantial opportunities for personal and professional growth, including education and training programs, tuition reimbursement, broad advancement potential and social events.

Wenger Corporation is seeking a Customer Engagement Specialist to join our team. As a Customer Engagement Specialist you will serve as a central point of contact between the company and its customers, ensuring a seamless and positive experience. This role is central to our mission of fostering loyalty, driving satisfaction, and ensuring every customer interaction reflects our values and service excellence.

At a minimum, you'll need:

• A minimum of three (3) yrs experience supporting a B2B working in a customer service/support environment.
• Proven ability to handle customer inquiries and resolve issues with professionalism and empathy
• Experience with CRMs, customer interfacing, quoting, and order processing workflows.
• Familiarity with order management systems (ERP) and proficiency using the Microsoft Office Suite

It would be great if you also have:

• Associate's or Bachelor's degree in Business Administration, Communication or related field.
• Experience with Salesforce and TaskRay
• Passion for the performing arts, education, or athletics-a bonus!

A typical day may include:

• Order Management & Processing: Accurately process customer orders, returns, credit memos, and order maintenance requests. Perform order modifications including credits, pricing adjustments, shipping date changes, etc. Monitor and resolve orders on hold by coordinating directly with customers to obtain the required information. Manage and track large delivery-only projects to ensure timely and accurate execution.
• Customer Support & Communication: Serve as a primary point of contact for customer inquiries related to warranties, product information, and order status. Provide timely and professional responses to customer communications. Resolve failed web orders and post-order issues by working directly with customers and internal teams.
• Cross-Functional Collaboration: Collaborate with internal teams to deliver seamless customer service. Facilitate internal communication regarding product quality to ensure prompt and effective resolutions.
• Product Knowledge & Continuous Improvement: Maintain up-to-date knowledge of product offerings to ensure accurate information is communicated to customers. Contribute to process improvements and service enhancements through proactive problem-solving and collaboration.

Benefit offerings include:

• Paid Time Off
• 9 Paid Holidays
• Generous Profit Sharing
• Medical, Dental and Vision Insurance
• Spending Accounts - HSA, FSA, DCFSA
• Company Paid Short-term and Long-term Disability Insurance
• 401k Retirement Plan with Company Match
• Company Paid Life Insurance
• Supplemental Life Insurance
• Employee Assistance Program
• Tuition Reimbursement Program

Pay information reflects the anticipated compensation range for this position based on current market data. Individual pay is determined by skills, experience, and other relevant factors.

Wenger Corporation's core purpose is to ENRICH LIVES BY ENABLING AND INSPIRING GREAT PERFORMANCES.

Put your passion to work in an exciting, rewarding industry that inspires great performances today!

Wenger Corporation is an Equal Opportunity / Affirmative Action Employer

All Qualified Candidates are Encouraged to Apply