Thermal Solutions Specialist - Customer Success

Big Chief Inc.; Cincinnati (OH); On-site; USD 50,000 - 65,000; Full time

Job summary

Big Chief Inc. is seeking a Customer Solutions Representative to be the primary contact for customers via phone and email, providing product recommendations and processing orders.

You will troubleshoot issues, source products through approved vendors, and upsell complementary items to increase value. The role collaborates with engineering, purchasing, sales, and operations to enhance the customer experience.

Qualifications

• High school diploma or equivalent.
• Minimum of two years of customer service, inside sales, or technical support experience.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office.

Responsibilities

• Serve as the primary contact for customers via phone and email.
• Specify and recommend industrial thermal solutions based on customer applications.
• Process customer orders, quotations, returns, credits, and exchanges accurately and efficiently.
• Troubleshoot customer issues related to products, pricing, availability, billing, and order status.
• Source products through approved vendors and provide product recommendations.
• Identify opportunities to upsell complementary products and increase customer value.
• Develop proficiency in Big Chief products, systems, and internal processes.
• Utilize ERP, CRM, telephony systems, vendor portals, and Microsoft Office to manage customer interactions.
• Maintain accurate documentation of customer communications and account activity.
• Collaborate with engineering, purchasing, sales, and operations to resolve customer issues and improve the customer experience.
• Communicate customer feedback and market trends to leadership.
• Meet established performance goals related to customer satisfaction, productivity, quote conversion, and sales growth.
• Participate in ongoing training and special projects as assigned.

Skills

Customer service

Inside sales

Technical support

Verbal communication

Written communication

Problem solving

Organizational skills

multitasking

MS Office proficiency

Education

High school diploma or equivalent

Associate's degree

Bachelor's degree

Tools

ERP

CRM systems

Microsoft Office

Telephony systems

Job description

Big Chief Inc. is seeking a Customer Solutions Representative to be the primary contact for customers via phone and email, providing product recommendations and processing orders.

You will troubleshoot issues, source products through approved vendors, and upsell complementary items to increase value. The role collaborates with engineering, purchasing, sales, and operations to enhance the customer experience.