Customer Solutions Representative

Boyd Thermal by Eaton; Woburn (MA); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Bonus eligible

Job summary

Boyd Thermal by Eaton in Woburn, MA is seeking a Customer Solutions Representative to support customers alongside account managers and business development teams. You will facilitate bi-directional communication, manage orders, quotes, and project communication while delivering a best-in-class customer experience.

The role involves troubleshooting with cross-functional teams, guiding RFQs, maintaining customer portals, and acting as the voice of the customer to drive rapid, profitable growth.

Qualifications

• Minimum of two years of customer service experience.
• Minimum of two years of experience using Microsoft Office.
• Experience in a fast-paced, multitasking office environment.
• Sponsorship or visa support is not provided; no CPT/OPT/STEM OPT etc.
• No relocation benefit; candidates must reside within the immediate Woburn area.

Responsibilities

• Enter and manage purchase orders and delivery dates in the ERP system.
• Monitor customer portals or communication channels used by customers.
• Facilitate RFQs, track estimating progress, and send quotes with outside sales.
• Manage SF.com pipeline with outside sales support; enter opportunities as needed.
• Set pricing within guidelines; collaborate with outside sales as needed.
• Validate orders for accuracy including drawings, pricing, MOQ, terms, and quality.
• Coordinate contract reviews with internal stakeholders for prompt confirmation.
• Notify customers of schedule changes and relay change requests to ops and sales.
• Track order status across functions and act as account owner for small to mid-size customers.
• Respond to customer calls and emails promptly; escalate issues with cross-functional teams.
• Research complaints and support sales in resolution; report to Customer Solutions Manager.

Skills

Customer service

Microsoft Office

Reading blueprints/technical drawings

Education

Associates Degree or Bachelor’s degree in business or technical discipline

Tools

Salesforce

Oracle ERP

Job description

Job Description

Boyd Thermal by Eaton is seeking a Customer Solutions Representative (CSR) for our CSR team in Woburn, MA. This position is responsible for supporting our customers alongside our account managers and business development teams by facilitating bi-directional communication, managing order entry, quote/opportunity coordination, and general project communication. This critical member of the commercial team is the front line to our customers. A candidate must be strongly motivated to provide a “best in class” customer experience. In addition to customer facing communication, this role provides critical “voice of customer” feedback to our outside sales team, the operations team, and senior leadership to facilitate rapid, profitable growth for Boyd Thermal.

Responsibilities (including But Not Limited To)

• Support customers by entering and managing purchase orders and delivery dates in our ERP system
• Continuously monitor customer portals or any method of communication used by our customers
• Support the commercial team by:
  • Facilitating RFQ’s internally, track progress with estimating to ensure prompt completion, send completed quotes to customers as needed in collaboration with outside sales.
  • Collaborate with the outside sales team to manage the SF.com pipeline, including SF.com opportunity entry as needed to support customers.
  • Set pricing within general guidelines or with collaboration from outside sales as needed.
  • Validate incoming orders for accuracy (Drawing Rev’s, pricing/lead time accuracy, conformance to MOQ, shipping/payment terms, quality requirements, etc.)
  • Coordinate a contract review with all relevant internal stakeholders to ensure prompt confirmation to customers
  • Notify customers of changes to schedule, and communicate customer change requests to operations and the outside sales org
  • Coordinate cross-functionally to track and communicate orders status to all stakeholders as needed
  • Function as “account owner” for small to mid-size customers with support from BDE’s/Account
  • Promptly answer or return customer phone calls and emails.
  • Collaborate with program management to troubleshoot, research, resolve and escalates issues as necessary with cross-functional teams, e.g. procurement, accounting, engineering, etc.
  • Research customer complaints and support sales team in resolution.
  • Reports to the Customer Solutions Manager

Basic Required Qualifications

• A minimum of two (2) years of customer service experience.
• A minimum of two (2) years of experience using Microsoft Office
• Experience working in a fast-paced, multitasking office environment
• Boyd Thermal by Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.
• No relocation benefit is offered for this position. Only candidates residing within the immediate area of Woburn, MA (50 miles) will be considered for this position.

Preferred

• Associates Degree or Bachelor’s degree in business or technical discipline
• 2+ years of experience using a CRM software, such as Salesforce
• Experience using MRP/ERP system such as Oracle (extremely desirable)
• Ability to read blueprints/technical drawings
• Previous quoting experience
• Manufacturing environment experience

Compensation up to $70,000 base pay. Bonus eligible.

Interview Requirements And Candidate Privacy Notice

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.

All Job Posting Locations

Woburn

Remote Type

On-Site

EEO Statement

We are committed to ensuring equal employment opportunities for all job applicants and employees.

Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

Accommodations

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.