Manufacturing Customer Service Representative

HBD Industries•Bellefontaine, OH

About The Position

The Customer Service Representative supports Thermoid’s customers by providing accurate product and service information, processing orders, resolving delivery and service issues, and coordinating closely with internal teams. This role requires strong verbal communication skills, confident phone interaction, and excellent time management to ensure daily tasks are completed accurately and on schedule. The ideal candidate is proactive, motivated, and eager to take on additional responsibilities to support team success.

Requirements

Associate’s Degree preferred; equivalent experience considered.
Minimum of two years of customer service experience preferred, ideally in a manufacturing or industrial setting.
Friendly, helpful, customer-focused approach with strong problem-solving skills.
Proven attention to detail, accuracy, and consistency in following procedures.
Strong time-management, task prioritization, and organizational abilities.
Proficiency with Microsoft Office, especially Outlook and Excel.
Strong verbal and written communication skills; high comfort level handling phone-based customer interaction.
Ability to perform basic math and geometry calculations.
Experience with ERP or order-entry systems; ability to learn new systems quickly (D365 preferred but not required).
Solid administrative and documentation skills.

Nice To Haves

D365 experience preferred but not required.

Responsibilities

Answer customer questions by phone and email, requiring clear, confident verbal communication and a professional demeanor.
Process customer orders and respond promptly to sales and service inquiries.
Provide accurate quotes and lead times for new and existing products.
Maintain customer records with up-to-date account information.
Assist in resolving customer credit issues and documentation needs.
Conduct proactive outreach, with an emphasis on phone-based communication, to follow up on open orders, quotes, delivery timing, backorders, and general service needs.
Document all outreach interactions accurately in D365 per established company standards.
Support Thermoid’s Customer Outreach Program by completing required weekly outreach activities.
Clarify customer complaints or delivery issues, determine root cause, and recommend the best solution.
Coordinate internally to expedite corrections, adjustments, or order updates, ensuring timely follow-up.
Initiate paperwork including credits, complaints, RMAs, and internal requests on behalf of customers.
Perform clerical tasks such as filing, data entry, correspondence, and document preparation for the sales and service departments.
Ensure accurate and consistent communication across Manufacturing Operations, Scheduling/Planning, Quality, Engineering, Finance, Sales, and Marketing.
Demonstrate strong time management and ensure daily tasks are completed consistently and accurately.
Work with a high degree of motivation and ownership; proactively seek opportunities to take on additional responsibilities that support the team.
Participate in improving workflow, customer experience, and cross-departmental communication as business needs evolve.