Customer Solutions Representative

Boyd • Woburn, MA

3d • $70,000 • Onsite

About The Position

Boyd Thermal 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.

Requirements

• 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.
• Only candidates residing within the immediate area of Woburn, MA (50 miles) will be considered for this position.

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• Bonus eligible

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree