Client Service Representative

Trak Group•Cincinnati, OH

11d•Onsite

About The Position

We are seeking a Customer Service Representative to serve as a key point of contact for customers seeking product guidance, technical support, order assistance, and solutions for industrial thermal applications. This role blends customer service, technical problem-solving, and inside sales, with responsibility for helping customers select the right products while delivering an exceptional overall experience. The ideal candidate is technically curious, customer-focused, and comfortable identifying opportunities to increase sales through product recommendations and upselling.

Requirements

High school diploma or equivalent required
2+ years of customer support, inside sales, technical support, or related experience.
Basic technical aptitude and ability to quickly learn industrial products and applications.
Proficiency with Microsoft Office.
Excellent verbal and written communication skills.
Strong analytical, troubleshooting, and problem-solving abilities.
Ability to explain technical concepts clearly to customers.
Strong organizational skills with the ability to manage multiple customer requests simultaneously.
Comfortable working in a fast-paced, metrics-driven environment.

Nice To Haves

Associate or bachelor's degree preferred.
Experience working with ERP, CRM, customer service, or order management systems preferred.

Responsibilities

Manage inbound customer calls, emails, and other communications regarding products, orders, pricing, availability, and account questions.
Process customer orders, returns, credits, and other transactions accurately and efficiently.
Provide product recommendations based on customer applications and requirements.
Identify opportunities to upsell and expand customer relationships.
Prepare and support customer quotes and work to improve quote-to-order conversion.
Collaborate with vendors to source products and identify solutions for customer needs.
Meet established goals for sales, upselling, quote conversion, productivity, and customer satisfaction.
Help specify and design industrial thermal solutions based on customer-specific applications.
Troubleshoot product and technical issues and guide customers through potential solutions.
Explain technical product information clearly to both technical and non-technical customers.
Research solutions involving product selection, sourcing, pricing, availability, and application requirements.
Escalate complex technical issues to Engineering or other internal resources when necessary.
Continuously develop knowledge of products, applications, and industry solutions through training.
Investigate and resolve customer concerns involving billing, payments, credits, returns, pricing, sourcing, and product availability.
Maintain ownership of customer issues through resolution.
Document customer interactions, solutions, feedback, and recurring issues accurately.
Communicate customer trends and recurring concerns to leadership.
Ensure customer support meets established quality standards while contributing to account retention and revenue growth.
Partner closely with Sales, Engineering, vendors, and other internal teams to solve customer problems.
Serve as an internal voice of the customer, sharing feedback that can improve products, processes, and the overall customer experience.
Maintain accurate information within ERP, CRM, customer service, and related business systems.
Participate in special projects and continuous improvement initiatives.