Customer Success Representative

About The Company

Nelson Miller Group (NMG) is a dynamic and rapidly growing leader in custom-engineered human-machine interface (HMI) solutions, including graphic overlays, membrane switches, nameplates, and plastics for a variety of high-tech and industrial applications. With multiple US locations across Wisconsin, California, New Jersey, and Virginia, we are committed to a culture of excellence, quality, and lasting customer relationships.

We are actively seeking a professional and detail-oriented Customer Success Representative for our Wausau, WI location.

As our Customer Success Representative, you will be the primary point of contact for our customers, providing professional, proactive support that spans the entire customer journey—from order entry to final delivery. This role requires a blend of exceptional customer service, meticulous organizational skills, and a genuine desire to advocate for the customer.

• Customer Relationship Management & Advocacy:
  • Act as a dedicated liaison between NMG and our customers, building strong, trust-based relationships.
  • Proactively anticipate customer needs, provide timely support, and ensure a best-in‑class customer experience.
  • Serve as the customer's voice internally, advocating for their needs and driving high levels of satisfaction.
• Order Management & Fulfillment:
  • Accurately enter and confirm customer orders, verifying specifications and adherence to timelines.
  • Provide customers with detailed information on order status, estimated delivery schedules, and product information (including service contracts/warranties).
  • Work closely with the Production and Shipping teams to manage customer shipments, expedite urgent orders, and resolve any delivery issues.
  • Manage open order reports and maintain accurate records using various Excel spreadsheets and our ERP/MRP system.
• Issue Resolution & Inside Support:
  • Effectively handle all customer inquiries, issues, and RMA (Return Material Authorization) requests, conducting thorough investigations to implement appropriate and timely solutions.
  • Collaborate with the Business Development team to ensure a swift response to all customer needs, assisting with sales order tracking and processing.
  • Potentially participate in customer visits to better understand their needs and promote product/service solutions.
  • Perform other duties as requested, directed, or assigned.

• Experience:
  
  Minimum of 3–5 years of experience in a customer service, inside sales, or related role, ideally within a manufacturing or technical environment.
• Education:
  
  High school diploma, GED, or equivalent is required. An Associate's or Bachelor's degree is a plus.
• Technical Proficiency:
  • Strong proficiency in Microsoft Office Suite (especially Excel, Word, and PowerPoint).
  • Experience using ERP/MRP systems for order entry and tracking is essential; experience with Epicor is a significant advantage.
• Core
  
  Skills:
  • Exceptional verbal and written communication skills.
  • Strong organizational skills, attention to detail, and focus on accuracy.
  • Proven ability to build and maintain robust customer relationships.
  • Excellent problem-solving, time management, and analytical abilities.

• A detail-oriented individual who can manage multiple priorities in a fast-paced environment.
• A collaborative team player who can also work effectively independently.
• A motivated professional committed to exceeding customer expectations.

• ITAR/CUI Compliance:
  Due to compliance requirements, this position requires candidates to be a U.S. Citizen, Permanent Resident Alien, or Protected Individual per 8 U.S.C. 1324b(a)(3).
• All candidates considered for hire must pass a pre-employment background check.

Comprehensive benefit package including medical, dental and vision coverage; company-paid basic life/AD&D insurance, voluntary supplemental insurances, flexible spending accounts and employee assistance program (EAP). Sick Leave, Vacation Time, and company-paid Holidays are provided as paid time off. New England Keyboard also provides a 401(k) Retirement Savings Plan option with a safe harbor non‑elective company contribution.

New England Keyboard/Nelson Miller Group is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local law.