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Jobs · OTHR · Massachusetts

Customer Solutions Representative

Boyd Thermal by Eaton · Woburn, MA · 1 mo ago
OTHRFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate (EEO, legal, etc). Must not include duplicated lines. Must not create sections with filler like "commensurate with experience". Must include Pay if posting states compensation: "Compensation up to $70,000 base pay. Bonus eligible." So we can have a Pay section with that. Benefits? Not mentioned. Schedule? Not mentioned. So we may not include Benefits or Schedule sections. We need sections: About the role (maybe from first paragraph), Responsibilities (list), Requirements (maybe basic required qualifications), Qualifications (preferred), Skills (maybe combine?), but we need to follow instruction: Use headings for section headings e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should include only those with content. So we can have About the role, Responsibilities, Requirements, Qualifications, Skills, Pay. Possibly also include "Skills" if we have specific skill statements: Ability to read blueprints/technical drawings, previous quoting experience, manufacturing environment experience, CRM, ERP, etc. Those could go under Skills. Requirements could be basic required qualifications (2 years customer service, 2 years MS Office, fast-paced environment, no sponsorship, relocation, location). Qualifications could be preferred (Associates/Bachelors degree, 2+ years CRM, MRP/ERP, blueprints, quoting, manufacturing). Skills could be derived from those as well but we can separate. We must not duplicate content. Ensure we capture all substantive info: location Woburn, MA, on-site, within 50 miles, no relocation, no sponsorship. Also mention reports to Customer Solutions Manager. Also mention supporting customers alongside account managers and business development teams, facilitating bi-directional communication, managing order entry, quote/opportunity coordination, general project communication, voice of customer feedback, etc. Also mention responsibilities list (the long list). Must preserve all. We need to format responsibilities as
  • items. Many responsibilities are listed in paragraph with colon and semicolons. We'll need to break them into list items. Ensure we don't duplicate lines (there are duplicates like "Promptly answer or return customer phone calls and emails." appears twice; we should include only once). Also duplicate "Collaborate with program management to troubleshoot, research, resolve and escalate issues as necessary with cross-functional teams, e.g. procurement, accounting, engineering, etc." appears twice; include once. Also "Research customer complaints and support sales team in resolution." appears twice; include once. Also "Reports to the Customer Solutions Manager" appears twice; include once. We need to extract responsibilities from the block after "Responsibilities (including But Not Limited To)". Let's copy that block: Support customers by entering and managing purchase orders and delivery dates in our ERP system Continuously monitor customer portals or any method of communication used by our customers Support the commercial team by: Facilitating RFQ’s internally, track progress with estimating to ensure prompt completion, send completed quotes to customers as needed in collaboration with outside sales. Collaborate with the outside sales team to manage the SF.com pipeline, including SF.com opportunity entry as needed to support customers. Set pricing within general guidelines or with collaboration from outside sales as needed. Validate incoming orders for accuracy (Drawing Rev’s, pricing/lead time accuracy, conformance to MOQ, shipping/payment terms, quality requirements, etc.) Coordinate a contract review with all relevant internal stakeholders to ensure prompt confirmation to customers Notify customers of changes to schedule, and communicate customer change requests to operations and the outside sales org Coordinate cross-functionally to track and communicate orders status to all stakeholders as needed Function as “account owner” for small to mid-size customers with support from BDE’s/Account Promptly answer or return customer phone calls and emails. Collaborate with program management to troubleshoot, research, resolve and escalate issues as necessary with cross-functional teams, e.g. procurement, accounting, engineering, etc. Research customer complaints and support sales team in resolution. Reports to the Customer Solutions Manager Promptly answer or return customer phone calls and emails. Collaborate with program management to troubleshoot, research, resolve and escalate issues as necessary with cross-functional teams, e.g. procurement, accounting, engineering, etc. Research customer complaints and support sales team in resolution. Reports to the Customer Solutions Manager We need to deduplicate. Let's list unique responsibilities: 1. Support customers by entering and managing purchase orders and delivery dates in our ERP system 2. Continuously monitor customer portals or any method of communication used by our customers 3. Support the commercial team by: - Facilitating RFQ’s internally, track progress with estimating to ensure prompt completion, send completed quotes to customers as needed in collaboration with outside sales. - Collaborate with the outside sales team to manage the SF.com pipeline, including SF.com opportunity entry as needed to support customers. Set pricing within general guidelines or with collaboration from outside sales as needed. - Validate incoming orders for accuracy (Drawing Rev’s, pricing/lead time accuracy, conformance to MOQ, shipping/payment terms, quality requirements, etc.) - Coordinate a contract review with all relevant internal stakeholders to ensure prompt confirmation to customers - Notify customers of changes to schedule, and communicate customer change requests to operations and the outside sales org - Coordinate cross-functionally to track and communicate orders status to all stakeholders as needed - Function as “account owner” for small to mid-size customers with support from BDE’s/Account - Promptly answer or return customer phone calls and emails. - Collaborate with program management to troubleshoot, research, resolve and escalate issues as necessary with cross-functional teams, e.g. procurement, accounting, engineering, etc. - Research customer complaints and support sales team in resolution. - Reports to the Customer Solutions Manager But we need to keep as list items; we can flatten sub-items as separate
  • . The heading "Support the commercial team by:" could be a heading but we only use

    for sections; inside we can just have list items. Thus responsibilities list items: - Support customers by entering and managing purchase orders and delivery dates in our ERP system - Continuously monitor customer portals or any method of communication used by our customers - Facilitating RFQ’s internally, track progress with estimating to ensure prompt completion, send completed quotes to customers as needed in collaboration with outside sales. - Collaborate with the outside sales team to manage the SF.com pipeline, including SF.com opportunity entry as needed to support customers. Set pricing within general guidelines or with collaboration from outside sales as needed. - Validate incoming orders for accuracy (Drawing Rev’s, pricing/lead time accuracy, conformance to MOQ, shipping/payment terms, quality requirements, etc.) - Coordinate a contract review with all relevant internal stakeholders to ensure prompt confirmation to customers - Notify customers of changes to schedule, and communicate customer change requests to operations and the outside sales org - Coordinate cross-functionally to track and communicate orders status to all stakeholders as needed - Function as “account owner” for small to mid-size customers with support from BDE’s/Account - Promptly answer or return customer phone calls and emails. - Collaborate with program management to troubleshoot, research, resolve and escalate issues as necessary with cross-functional teams, e.g. procurement, accounting, engineering, etc. - Research customer complaints and support sales team in resolution. - Reports to the Customer Solutions Manager Now About the role: The initial paragraph: "Boyd Thermal by Eaton is seeking a Customer Solutions Representative (CSR) for our CSR team in Woburn, MA. This position is responsible for supporting our customers alongside our account managers and business development teams by facilitating bi-directional communication, managing order entry, quote/opportunity coordination, and general project communication. This critical member of the commercial team is the front line to our customers. A candidate must be strongly motivated to provide a “best in class” customer experience. In addition to customer facing communication, this role provides critical “voice of customer” feedback to our outside sales team, the operations team, and senior leadership to facilitate rapid, profitable growth for Boyd Thermal." We'll put that in

    under About the role. Requirements: Basic Required Qualifications: "A minimum of two (2) years of customer service experience. A minimum of two (2) years of experience using Microsoft Office. Experience working in a fast-paced, multitasking office environment. Boyd Thermal by Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc. No relocation benefit is offered for this position. Only candidates residing within the immediate area of Woburn, MA (50 miles) will be considered for this position." We'll put these as list items under Requirements. Qualifications: Preferred: "Associates Degree or Bachelor’s degree in business or technical discipline. 2+ years of experience using a CRM software, such as Salesforce. Experience using MRP/ERP system such as Oracle (extremely desirable). Ability to read blueprints/technical drawings. Previous quoting experience. Manufacturing environment experience." We'll list as

    • . Skills: Could be derived from same but maybe we can separate: Skills could include: Customer service, MS Office, fast-paced multitasking, CRM (Salesforce), MRP/ERP (Oracle), blueprint reading, quoting, manufacturing environment, communication, order entry, ERP, etc. But to avoid duplication, we could put skills as a separate section summarizing abilities: "Strong communication skills, ability to manage order entry and quote coordination, proficiency with ERP systems, experience with CRM (Salesforce), ability to read technical drawings, etc." However we must not invent or summarize away detail; we should preserve all substantive info. If we put skills as separate, we might duplicate content from qualifications. Better to not have Skills section if it would just repeat qualifications. But instruction says we can include Skills section if posting has real specific content for it. The posting does not have a separate "Skills" heading; but we can infer skills from qualifications. However we must not create a section with filler. If we put Skills, we need to have content that is not just repeating qualifications verbatim? The instruction: "Prefer a few substantive sections over many thin ones." So we could combine Requirements and Qualifications into one section? But they ask to use headings for those specific names. We could have Requirements (basic) and Qualifications (preferred). Skills might be redundant. I'd omit Skills section to avoid thin duplication. Pay: "Compensation up to $70,000 base pay. Bonus eligible." We'll put that in Pay section as

      . Benefits and Schedule: not present, omit. Now ensure we remove boilerplate: EEO statement, Accommodations, Interview Requirements And Candidate Privacy Notice, All Job Posting Locations, Remote Type, etc. Also remove duplicated lines. Now produce HTML fragment:

      About the role

      ...

      Responsibilities

      • ...
        • ...

      Requirements

      • ...
        • ...

      Qualifications

      • ...
        • ...

      Pay

      Compensation up to $70,000 base pay. Bonus eligible.

      Make sure no extra whitespace? It's fine. Now craft the About the role paragraph exactly as given, but we can keep same wording. Let's copy: Boyd Thermal by Eaton is seeking a Customer Solutions Representative (CSR) for our CSR team in Woburn, MA. This position is responsible for supporting our customers alongside our account managers and

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