Frontline Customer Solutions Specialist

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

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.