Customer Service Representative

Job Summary

Key Responsibilities

• Act as the primary point of contact for established customers, delivering exceptional technical support and order assistance
• Provide technical guidance on product specifications, applications, installation, troubleshooting, and performance of heat exchangers and cooling systems
• Process customer orders, quotes, modifications, and returns with accuracy and efficiency
• Respond promptly to inquiries regarding product availability, pricing, lead times, shipping status, and technical questions
• Build and nurture strong relationships with key accounts through regular follow-ups, proactive communication, and personalized service
• Investigate and resolve customer issues, complaints, or technical problems in a timely and professional manner
• Collaborate closely with internal teams (Engineering, Sales, Production, Quality, and Shipping) to deliver accurate solutions and information
• Maintain detailed and accurate records of customer interactions, orders, technical resolutions, and follow-ups in the CRM and ERP systems
• Identify opportunities to strengthen customer loyalty and support account growth through excellent service and relationship management
• Aid with warranty claims processing, parts identification, and coordination of technical field support when needed

Qualifications & Requirements

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in a technical or business-related field preferred
• 2+ years of customer service experience, with a strong emphasis on technical support in a manufacturing or industrial environment
• Solid understanding of mechanical systems, heat transfer principles, or related technical products (experience with thermal management, HVAC, or heavy equipment is highly preferred)
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly to both technical and non-technical customers
• Strong problem-solving, troubleshooting, and conflict resolution abilities
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experience working with ERP/CRM systems
• Detail-oriented, organized, and capable of managing multiple priorities effectively
• Positive, patient, and proactive attitude with a genuine passion for building customer relationships
• Ability to work both independently and collaboratively within a team environment

Compensation & Benefits

• Starting wage: $22 – $25 per hour (based on experience)
• Comprehensive benefits package including medical, dental, vision, and 401(k)
• Paid time off, holidays, and company-wide shut-down periods
• Opportunities for professional development and career growth
• A stable, team-oriented work environment at our Canton, South Dakota headquarters

Preferred Qualifications

• Previous experience in the thermal management, heat exchanger, agricultural equipment, or heavy-duty vehicle industries
• Technical background or formal training in mechanical engineering, manufacturing, or industrial systems
• Familiarity with reading technical drawings, specifications, or product catalogs

Adams Thermal Systems is an Equal Opportunity Employer.