Thermoid · 2 days ago
Customer Service Representative
Bellefontaine, OH
Full-time
Onsite
Entry Level
2+ years expThermoid is a company that provides product and service information to its customers. The Customer Service Representative is responsible for processing orders, resolving delivery issues, and maintaining customer records while ensuring excellent communication and customer satisfaction.
Industrial AutomationManufacturingPlastics and Rubber Manufacturing
Hiring Manager
Traci Brown
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
Qualification
Required
Strong verbal communication skills
Confident phone interaction
Excellent time management
Proactive and motivated approach
Ability to provide accurate product and service information
Ability to process orders and resolve delivery and service issues
Ability to maintain customer records with up-to-date account information
Ability to clarify customer complaints or delivery issues and recommend solutions
Ability to coordinate internally to expedite corrections, adjustments, or order updates
Ability to perform clerical tasks such as filing, data entry, correspondence, and document preparation
Strong attention to detail, accuracy, and consistency in following procedures
Strong task prioritization and organizational abilities
Proficiency with Microsoft Office, especially Outlook and Excel
Strong verbal and written communication skills
Ability to perform basic math and geometry calculations
Solid administrative and documentation skills
Preferred
Associate's Degree
Minimum of two years of customer service experience, ideally in a manufacturing or industrial setting
Experience with ERP or order-entry systems; ability to learn new systems quickly (D365 preferred but not required)
Company
Thermoid
Thermoid has set the standard for reliable industrial rubber products.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase