Customer Service Representative

Responsibilities

• Serve as the primary day-to-day contact for our customers and projects
• Professionally manage customer inquiries, technical clarifications, and order-related communications
• Support outside sales in executing commercial strategy and maintaining customer relationships
• Ensure clear communication of lead times, project status, and delivery commitment
• Manage end-to-end order processing for Heat Exchanger products (engineered-to-order environment)
• Enter and maintain accurate sales orders in site systems, including all fabrication pricing and commercial terms defined
• Cook up and maintain technical alignment and order accuracy prior to release
• Process order revisions, change requests, and project updates in alignment with customer requirements
• Cook up and coordinate closely with Production Control to align capacity, scheduling, and delivery timelines
• Partner with Engineering on: Technical specifications, Drawing approvals, Design modifications
• Ensure smooth transition from order entry → engineering → production → shipment
• Issue and manage credits/debits related to quality, commercial adjustments, or project changes
• Support Finance (FI) in collections, payment follow-up, and credit management
• Monitor and escalate customer terms, pricing gaps, and margin risks
• Ensure compliance with contractual agreements and pricing structures
• Identify opportunities to improve: Order accuracy, Lead time communication, Customer experience
• Support process standardization and best practices across Thermal Solutions NA
• Cross-train across accounts to build broad product and customer knowledge

Qualifications

• 3-5 years’ experience in customer service, inside sales, or project coordination, preferably in engineered products or industrial manufacturing
• Strong ability to manage complex, multi-step orders and project timelines
• Excellent communication skills (written and verbal), with ability to interface across all organizational levels
• High attention to detail, especially related to pricing, specifications, and order accuracy
• Proficiency in SAP or similar ERP systems
• Ability to work in a fast-paced, cross-functional environment with competing priorities