Customer Solutions Representative

Job Description

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.

• 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:
• Promptly answer or return customer phone calls and emails.
• Collaborate with program management to troubleshoot, research, resolve and elevate 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
• Promptly answer or return customer phone calls and emails.
• Collaborate with program management to troubleshoot, research, resolve and elevate 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

• 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.
• No relocation benefit is offered for this position. Only candidates residing within the immediate area of Woburn, MA (50 miles) will be considered for this position.

• 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

Compensation up to $70,000 base pay. Bonus eligible.

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.

Woburn

On-Site

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Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

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