Customer Service Representative – Heat Tracing Solutions

Location: Mount Airy, Maryland – 100% On-Site
Job Type: Full-Time
Reports To: Sales Manager
Salary: $50,000 - $65,000

About the Opportunity

Thermal Devices is hiring a Customer Service Representative – Heat Tracing Solutions to join our team in Mount Airy, Maryland. This is a full-time, 100% on-site position. Candidates must currently live within a reasonable daily commuting distance of Mount Airy. This position is not available for remote or hybrid work.

This role combines customer service, sales support, and order management in a technical, business-to-business environment. You will work directly with customers and our sales team to respond to inquiries, prepare quotations, process orders, provide order and shipment information, and help identify opportunities to better serve our customers.

You do not need previous heat tracing experience. We are looking for someone who is customer-focused, organized, comfortable learning technical products, and interested in working in an industrial sales environment. Candidates with backgrounds in customer service, inside sales, construction, estimating, industrial distribution, manufacturing, or other B2B environments are encouraged to apply.

What You'll Do

As a Customer Service Representative, you will support customers and the sales team throughout the customer and order lifecycle while developing knowledge of Thermal Devices' heat tracing products and applications.

You will:

• Respond to customer inquiries by phone and email and provide timely, professional assistance.
• Prepare customer quotations and proposals with appropriate product information, notes, assumptions, and exceptions.
• Process customer orders accurately and efficiently.
• Provide customers with order status, tracking information, invoices, receipts, return authorizations, and other requested information.
• Work with customers and the sales team to resolve order, product, and service questions.
• Assist the sales team with pricing, manufacturer quotations, credit information, bid opportunities, and other sales support activities.
• Maintain accurate customer information, sales activity, quotations, and follow-up activities within company systems.
• Develop working knowledge of heat tracing products and applications to effectively assist customers and recognize when technical support is needed.
• Identify and communicate potential sales leads, cross-selling opportunities, and additional customer needs to the sales team.
• Build and maintain positive relationships with existing customers through responsive service and proactive communication.
• Coordinate with Sales, Operations, Purchasing, and other internal teams to support customer needs and successful order fulfillment.
• Develop knowledge of Thermal Devices' products, manufacturers, capabilities, and customer applications.

What We're Looking For

• Bachelor's degree preferred; relevant customer service, sales, industrial, construction, or related experience will also be considered.
• Experience in customer service, inside sales, sales support, order management, industrial distribution, construction, manufacturing, or a related environment preferred.
• Strong customer-service orientation with an interest in B2B sales and technical products.
• Ability and willingness to learn mechanical and electrical products and applications.
• Strong written and verbal communication skills, including comfort communicating with customers by phone and email.
• Strong organizational skills and attention to detail.
• Ability to manage multiple customer requests, orders, and priorities in a fast-paced environment.
• Comfortable working independently while collaborating with sales and other internal teams.
• Proficiency with Microsoft Office; experience with CRM or ERP systems is preferred.
• Experience with heat tracing, electrical products, industrial equipment, or technical products is a plus but not required.

Why Thermal Devices?

This role offers the opportunity to build experience in both customer service and technical sales support while learning industrial heat tracing products and applications. You will work closely with an experienced team and have the opportunity to expand your product, customer, and commercial knowledge.

We offer:

• Competitive salary based on experience and qualifications
• Performance-based bonus opportunity
• Medical, dental, and vision benefits
• 401(k) with company match
• Paid time off and company holidays
• Professional development and advancement opportunities
• A collaborative environment where you can continue developing customer service, sales, and technical product knowledge

Location & Working Conditions

This position is based at our Mount Airy, Maryland office and is 100% on-site. Candidates must currently live within a reasonable daily commuting distance of Mount Airy. This position is not available as a remote or hybrid role.

The position is primarily office-based and involves frequent computer, telephone, and email use, along with regular interaction with customers and internal team members.

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