Customer Service Representative

Wieland•Verona, VA

18d•Onsite

About The Position

Wieland is hiring a Customer Service Representative. The Customer Service Representative will serve as the primary commercial and operational interface for customers within the heat exchanger product line for Wieland. This role is responsible for managing the full order lifecycle for engineered-to-order heat exchanger solutions, ensuring alignment across Sales, Engineering, Production, and Supply Chain to deliver on customer expectations. The Customer Service role plays a critical role in project execution, commercial accuracy, and customer experience, supporting both standard and complex project-based orders. This role is located in Verona, VA and will be fully on-site.

Requirements

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

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.
Coordinate closely with Engineering to ensure technical alignment and order accuracy prior to release
Process order revisions, change requests, and project updates in alignment with customer requirements
Act as the central link between Sales, Engineering, Production Planning, and Shipping
Coordinate with Production Control to align capacity, scheduling, and delivery timelines
Partner with Engineering on technical specifications, drawing approvals, and 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, and customer experience
Support process standardization and best practices across Thermal Solutions NA
Cross-train across accounts to build broad product and customer knowledge