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 is seeking a Customer Solutions Representative in Woburn, MA. You will support customers alongside account managers by facilitating bidirectional communication, entering orders, coordinating quotes and opportunities, and handling project communications to drive growth.

The role requires 2+ years of customer service, MS Office proficiency, and experience with CRM/ERP systems. On-site position with potential for bonus eligibility and a base pay up to $70,000.

Qualifications

• Minimum 2 years of customer service experience.
• Proficient with Microsoft Office (Word/Excel/Outlook).
• Experience in a fast-paced, multitasking office environment.
• No immigration sponsorship or CPT/OPT/STEM OPT allowed.
• Residence within 50 miles of Woburn, MA.

Responsibilities

• Enter and manage purchase orders and delivery dates in ERP.
• Monitor customer portals and communications.
• Coordinate RFQs with estimating; send quotes with outside sales Collaboration.
• Manage SF.com pipeline and opportunity entry as needed.
• Set pricing within guidelines with outside sales input.
• Validate orders for accuracy (drawings, pricing, MOQs, terms).
• Coordinate contract reviews with internal stakeholders.
• Notify customers of schedule changes and convey customer requests to operations/sales.
• Track order status and communicate with stakeholders.
• Act as account owner for small to mid-size customers with BDE support.
• Answer customer calls and emails promptly.
• Collaborate with program management to troubleshoot and resolve issues cross-functionally.
• Research customer complaints and support sales in resolution.

Skills

Customer service

Microsoft Office

Salesforce

ERP/MRP (Oracle)

Blueprints/technical drawings

Quoting experience

Manufacturing environment

Education

Associate's or Bachelor's degree in business/technical field

Tools

Salesforce

Oracle ERP

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
• 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 elevate 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.

All Job Posting Locations

Woburn

Remote Type

On-Site

EEO Statement

Boyd Corp is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.