Customer Success 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.

KEY RESPONSIBILITIES
Customer Support, Inside Sales & Relationship Management

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

Order Management, Inventory & Documentation

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

Issue Resolution & Process Support

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

Sales & Commercial Support

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

CANDIDATE PROFILE
Experience

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

Technical Knowledge

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

Key Skills

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

SUCCESS INDICATORS

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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