Customer Service Representative

Customer Success Representative – Thermal Solutions

Location: New Albany, Indiana or Norfolk, Nebraska

Department: Customer Service/Sales Support

We are seeking a highly motivated Customer Success Representative to support our growing customer base for Thermal Solutions. In this role, you will serve as a key link between customers,
Inside Sales, Operations, Supply Chain, and Inventory Planning
, ensuring an exceptional and seamless experience from order placement through delivery.

This position combines customer service and inside sales support
. The ideal candidate is results-oriented, customer-focused, and knowledgeable in servicing B2B trade customers by providing comprehensive product and service information, managing demand against available inventory, and resolving issues efficiently.

• Respond promptly and professionally to customer inquiries via email and phone
• Act as an inside sales and customer service contact for assigned accounts
• Provide accurate information on product availability, pricing, order status, lead times, logistics, and inventory position
• Proactively support demand planning by aligning customer needs with available inventory and production schedules
• Support and coordinate customer sample requests
• Build and maintain strong customer relationships through consistent communication and follow-up

• Ensure timely and accurate entry of customer orders into SAP
• Monitor inventory levels and collaborate with Supply Chain and Operations to manage allocations, backorders, and stock availability
• Track customer orders and communicate delivery updates or changes
• Review and verify customer pricing, and order data for accuracy
• Assist with invoicing, export, and related documentation

• Partner with Sales, Supply Chain, and Operations to address customer requests, including expedites and inventory constraints
• Process returns, customer complaints, and credit requests
• Assist with new customer onboarding and new product setup
• Provide backup support to other Customer Service and Inside Sales team members

• Prepare basic price quotes and support inside sales activities
• Support follow-up on open quotes, orders, and deliveries
• Provide the Sales team with customer insights, order trends, and inventory-related feedback
• Assist in identifying upselling or cross-sell opportunities based on customer demand and inventory availability

• Bachelor’s degree preferred in Business, Industrial Engineering, Logistics, Supply Chain
  , or a related field

• 1-3 years of experience in customer service, inside sales, sales support, or administrative roles
• Experience in B2B environments preferred
• Experience in manufacturing, adhesives, packaging, or industrial materials is a plus but not required

• Understanding of production planning, inventory management, and delivery lead times
• Experience working with ERP and CRM systems (SAP preferred)

• Strong customer-first and sales-support mindset
• Clear and professional written and verbal communication skills
• Strong organizational and analytical skills
• Ability to prioritize, manage inventory-related constraints, and handle multiple requests simultaneously

• Timely and professional customer and inside sales responses
• High accuracy in order entry, pricing, and documentation
• Effective coordination with Supply Chain and Inventory teams
• Strong customer satisfaction and retention
• Clear, proactive internal communication across Sales, Operations, and Supply Chain

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