Customer Support Representative

Description:

The Village Companies – Consumer Products Division

Who We Are

The Village Companies is a family-owned organization made up of multiple businesses across manufacturing services, amusement, and consumer products. Together, we design, build, and deliver innovative products and experiences enjoyed around the world.

What makes us different? We combine creativity, craftsmanship, and Midwest work ethic to create things most companies only dream about.

Learn more at www.thevillage.bz.

About the Consumer Products Division

The Consumer Products Division is home to iconic brands including SKEE-BALL® Home Arcade and Maverick Hunting. This team blends engineering, product development, and creative design to bring premium entertainment and rugged outdoor products to market. From classic arcade experiences for the home to innovative hunting solutions, we’re passionate about creating products that stand out in both performance and experience.

Located in Pulaski, Wisconsin (just 25 minutes northwest of Green Bay), we’re proud to call a small-town community home—where hard work, teamwork, and having fun go hand in hand.

Why You’ll Love Working Here

We believe work should be more than just a paycheck.

At The Village Companies, you’ll have the chance to:

• Build cool stuff
• Learn new skills and grow your career
• Share ideas and make an impact
• Work in a clean, safe environment
• Enjoy casual attire and real work/life balance
• Be part of a team that supports each other

We call it Happiness at Work—and we mean it.

Perks & Benefits

We generously reward hard work and initiative with a full benefits package designed to support both your career and your well-being, including:

• Medical, Dental, Life & Disability Insurance
• Vision Coverage
• On-site Fitness & Wellness Center
• 401(k)
• Employee Assistance Program (EAP)
• Tuition Reimbursement
• Onboarding, training, and development opportunities
• Plus more great perks!

About the Role:

The Customer Support Representative (CSR) is a key member of a high-performance team responsible for delivering exceptional customer experiences across all customer segments, including retail stores, e-commerce partners, dealers, and end consumers. This role manages daily order processing and data entry while working cross-functionally with Sales, Operations, Finance, and Warehouse teams to ensure accurate and timely product delivery.

The CSR serves as a primary point of contact for customers and end consumers, providing accurate information, resolving inquiries, and addressing product- or order-related concerns with professionalism, urgency, and efficiency.

Hours & Pay

Schedule: Monday–Friday 8am-4:30pm
Pay Range: $20/hr.-$25/hr.

Responsibilities:

• Accurately process daily customer orders in a timely and consistent manner
• Prioritize and schedule order shipments based on transit times, customer requirements, and ship windows to ensure commitments are met
• Respond to and resolve order-related questions promptly and accurately
• Manage and resolve end-consumer inquiries regarding orders, products, or service concerns
• Develop a strong understanding of company products, systems, and processes to effectively support customers
• Build rapport and deliver outstanding customer service with every interaction
• Analyze customer concerns and determine appropriate solutions
• Serve as the first point of contact for customer and end-consumer inquiries via phone and email
• Act as a liaison between Sales, Operations, Finance, Warehouse, and other internal departments to ensure successful order fulfillment
• Collaborate with Operations to confirm inventory availability and on-time shipment (OTIF) performance
• Understand and adhere to vendor compliance requirements
• Manage retail ship windows and monitor OTIF metrics
• Conduct chargeback research and manage dispute resolution
• Ensure accuracy of freight class, Bills of Lading (BOL), and ASNs
• Reconcile discrepancies between Purchase Orders (POs), ASNs, and invoices
• Manage and maintain multiple retail portals
• Process EDI transactions, including 850 Purchase Orders, 855 PO Acknowledgements, and 856 ASNs
• Identify and recommend process improvements to enhance speed, reliability, and overall customer satisfaction
• Support fellow Customer Support Representatives as needed to ensure team success

Work Environment

• Office setting

Materials & Equipment Used

• Computer, phone, printer, copier, and other standard office equipment

Requirements:

Education & Experience

• Associate’s Degree preferred
• 3–5 years of customer service experience; experience supporting retail customers strongly preferred
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
• Experience with ERP systems; Epicor ERP strongly preferred
• Experience with platforms such as SPS Commerce, Rithum, TrueCommerce, and CommerceHub
• Experience processing orders through EDI

Knowledge, Skills & Abilities

• Excellent customer service and communication skills
• Strong attention to detail and organizational skills
• Effective time management and ability to multitask
• Ability to work independently and collaboratively within a team
• Results-oriented with a strong sense of accountability
• Adaptable and comfortable in a fast-paced, changing environment
• Professional, dependable, and proactive team contributor
• Strong desire for personal and professional growth
• Ability to positively influence and support internal and external stakeholders

Travel Requirements

• Minimal

Physical Requirements

• None

Online applications only. No phone calls or in-person applications please. No relocation assistance available.

The Village Companies is an Equal Opportunity Employer.