Customer Success Representative

Customer Success Representative - Thermal SolutionsLocation: New Albany, Indiana or Norfolk, NebraskaDepartment: 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.

KEY RESPONSIBILITIESCustomer Support, Inside Sales & Relationship Management

Respond promptly and professionally to customer inquiries via email and phoneAct as an inside sales and customer service contact for assigned accountsProvide accurate information on product availability, pricing, order status, lead times, logistics, and inventory positionProactively support demand planning by aligning customer needs with available inventory and production schedulesSupport and coordinate customer sample requestsBuild and maintain strong customer relationships through consistent communication and follow-up

Order Management, Inventory & Documentation

Ensure timely and accurate entry of customer orders into SAPMonitor inventory levels and collaborate with Supply Chain and Operations to manage allocations, backorders, and stock availabilityTrack customer orders and communicate delivery updates or changesReview and verify customer pricing, and order data for accuracyAssist with invoicing, export, and related documentation

Issue Resolution & Process Support

Partner with Sales, Supply Chain, and Operations to address customer requests, including expedites and inventory constraintsProcess returns, customer complaints, and credit requestsAssist with new customer onboarding and new product setupProvide backup support to other Customer Service and Inside Sales team members

Sales & Commercial Support

Prepare basic price quotes and support inside sales activitiesSupport follow-up on open quotes, orders, and deliveriesProvide the Sales team with customer insights, order trends, and inventory-related feedbackAssist in identifying upselling or cross-sell opportunities based on customer demand and inventory availability

CANDIDATE PROFILEExperience

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

Technical Knowledge

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

Key Skills

Strong customer-first and sales-support mindsetClear and professional written and verbal communication skillsStrong organizational and analytical skillsAbility to prioritize, manage inventory-related constraints, and handle multiple requests simultaneously

SUCCESS INDICATORS

Timely and professional customer and inside sales responsesHigh accuracy in order entry, pricing, and documentationEffective coordination with Supply Chain and Inventory teamsStrong customer satisfaction and retentionClear, proactive internal communication across Sales, Operations, and Supply Chain

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