Customer Service Representative

Wieland Small Tube Products; Verona (VA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) contribution + match

Paid Vacation & Holidays

Wellness programs

Sustainability initiatives

Job summary

Wieland Small Tube Products in Verona, VA is seeking a Customer Service Representative to serve as the primary contact for customers and manage complex orders. The role requires 3-5 years of experience in customer service or project coordination, with strong communication skills and proficiency in ERP systems.

Benefits include medical, dental, and vision plans starting Day 1, 401(k) contributions, paid vacation, and growth opportunities.

Qualifications

• 3-5 years of experience in customer service, inside sales, or project coordination.
• Strong ability to manage complex, multi-step orders and timelines.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the primary contact for customers and projects.
• Manage customer inquiries and order-related communications.
• Coordinate with Engineering, Sales, and Production Planning.

Skills

Customer service management

Project coordination

Communication skills

Attention to detail

ERP systems (SAP)

Job description

Customer Service Representative

Location: Verona, VA. This role is fully on-site.

Responsibilities

• Serve as the primary day-to-day contact for customers and projects
• Professionally manage customer inquiries, technical clarifications, and order-related communications
• Support outside sales in executing commercial strategy and maintaining customer relationships
• Ensure clear communication of lead times, project status, and delivery commitment
• Manage end-to-end order processing for Heat Exchanger products (engineered-to-order environment)
• Enter and maintain accurate sales orders in site systems, including all fabrication pricing and commercial terms defined
• Coordinate closely with Engineering to ensure technical alignment and order accuracy prior to release
• Process order revisions, change requests, and project updates in alignment with customer requirements
• Act as the central link between Sales, Engineering, Production Planning, and Shipping
• Coordinate with Production Control to align capacity, scheduling, and delivery timelines
• Partner with Engineering on
  • Technical specifications
  • Drawing approvals
  • Design modifications
• Ensure smooth transition from order entry → engineering → production → shipment
• Issue and manage credits/debits related to quality, commercial adjustments, or project changes
• Support Finance (FI) in collections, payment follow-up, and credit management
• Monitor and upscale customer terms, pricing gaps, and margin risks
• Ensure compliance with contractual agreements and pricing structures
• Identify opportunities to improve:
  • Order accuracy
  • Lead time communication
  • Customer experience
• Support process standardization and best practices across Thermal Solutions NA
• Cross-train across accounts to build broad product and customer knowledge

Qualifications

• 3-5 years’ experience in customer service, inside sales, or project coordination, preferably in engineered products or industrial manufacturing
• Strong ability to manage complex, multi-step orders and project timelines
• Excellent communication skills (written and verbal), with ability to interface across all organizational levels
• High attention to detail, especially related to pricing, specifications, and order accuracy
• Proficiency in SAP or similar ERP systems
• Ability to work in a fast-paced, cross-functional environment with competing priorities

Benefits

• Medical, Dental, Vision, Disability, Life & more (starting on Day 1)
• 401(k) contribution + match
• Paid Vacation & Holidays
• Growth opportunities with a global workforce of 9,000+ employees and 40+ North American locations
• Wellness programs with healthcare premium discounts and HSA employer contributions
• Sustainability initiatives focusing on eco-friendly solutions

Wieland is an equal opportunity and affirmative action employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees.