Customer Service Representative
Wieland North America, Inc, Delaware, OH, United States
The Customer Service Representative serves as the primary commercial and operational interface for customers within the heat exchanger product line for Onda. This role is responsible for managing the full order lifecycle for engineered-to-order heat exchanger solutions, ensuring alignment across Sales, Engineering, Production, and Supply Chain to deliver on customer expectations. The role plays a critical role in project execution, commercial accuracy, and customer experience, supporting both standard and complex project-based orders. This role is located in
Delaware, OH
and will be fully on-site.
Responsibilities
Customer & Commercial Management
a) Serve as the primary day-to-day contact for assigned Onda US customers and projects
b) Professionally manage customer inquiries, technical clarifications, and order-related communications
c) Support outside sales in executing commercial strategy and maintaining customer relationships
d) Ensure clear communication of lead times, project status, and delivery commitment
Order & Project Execution
a) Manage end-to-end order processing for Heat Exchanger products (engineered-to-order environment)
b) Enter and maintain accurate sales orders in site systems, including all fabrication pricing and commercial terms defined.
c) Coordinate closely with Engineering to ensure technical alignment and order accuracy prior to release
d) Process order revisions, change requests, and project updates in alignment with customer requirements
Cross-Functional Coordination
a) Act as the central link between Sales, Engineering, Production Planning, and Shipping
b) Coordinate with Production Control to align capacity, scheduling, and delivery timelines
c) Partner with Engineering on: i. Technical specifications ii. Drawing approvals iii. Design modifications
d) Ensure smooth transition from order entry → engineering → production → shipment
Financial & Contractual Oversight
a) Issue and manage credits/debits related to quality, commercial adjustments, or project changes
b) Support Finance (FI) in collections, payment follow-up, and credit management
c) Monitor and escalate customer terms, pricing gaps, and margin risks
d) Ensure compliance with contractual agreements and pricing structures
Continuous Improvement & Commercial Excellence
a) Identify opportunities to improve: i. Order accuracy ii. Lead time communication iii. Customer experience
b) Support process standardization and best practices across Thermal Solutions NA
c) 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
Starting on Day 1!
Including Medical, Dental, Vision, Disability, Life & more!
Retirement Savings
- 401(k) contribution + match.
Work/Life Balance
- Paid Vacation & Holidays.
Growth Opportunities
– We have over 9,000+ employees worldwide and 40+ locations in North America alone. Growth opportunities are limitless!
Wellness Programs
– Wieland encourages participation in our unique and personalized approach to wellness, where you are eligible to earn healthcare premium discounts as well as HSA employer contributions based on your status within the program.
Sustainability
– Wieland continues to break ground with eco-friendly solutions and push the barrier in sustainability for future generations.
Wieland is an
equal opportunity and affirmative action employer . We celebrate diversity and are committed to fostering an inclusive environment for all employees. Come join Wieland today and help us continue to build a global corporation we are all proud to belong to.
#J-18808-Ljbffr
Delaware, OH
and will be fully on-site.
Responsibilities
Customer & Commercial Management
a) Serve as the primary day-to-day contact for assigned Onda US customers and projects
b) Professionally manage customer inquiries, technical clarifications, and order-related communications
c) Support outside sales in executing commercial strategy and maintaining customer relationships
d) Ensure clear communication of lead times, project status, and delivery commitment
Order & Project Execution
a) Manage end-to-end order processing for Heat Exchanger products (engineered-to-order environment)
b) Enter and maintain accurate sales orders in site systems, including all fabrication pricing and commercial terms defined.
c) Coordinate closely with Engineering to ensure technical alignment and order accuracy prior to release
d) Process order revisions, change requests, and project updates in alignment with customer requirements
Cross-Functional Coordination
a) Act as the central link between Sales, Engineering, Production Planning, and Shipping
b) Coordinate with Production Control to align capacity, scheduling, and delivery timelines
c) Partner with Engineering on: i. Technical specifications ii. Drawing approvals iii. Design modifications
d) Ensure smooth transition from order entry → engineering → production → shipment
Financial & Contractual Oversight
a) Issue and manage credits/debits related to quality, commercial adjustments, or project changes
b) Support Finance (FI) in collections, payment follow-up, and credit management
c) Monitor and escalate customer terms, pricing gaps, and margin risks
d) Ensure compliance with contractual agreements and pricing structures
Continuous Improvement & Commercial Excellence
a) Identify opportunities to improve: i. Order accuracy ii. Lead time communication iii. Customer experience
b) Support process standardization and best practices across Thermal Solutions NA
c) 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
Starting on Day 1!
Including Medical, Dental, Vision, Disability, Life & more!
Retirement Savings
- 401(k) contribution + match.
Work/Life Balance
- Paid Vacation & Holidays.
Growth Opportunities
– We have over 9,000+ employees worldwide and 40+ locations in North America alone. Growth opportunities are limitless!
Wellness Programs
– Wieland encourages participation in our unique and personalized approach to wellness, where you are eligible to earn healthcare premium discounts as well as HSA employer contributions based on your status within the program.
Sustainability
– Wieland continues to break ground with eco-friendly solutions and push the barrier in sustainability for future generations.
Wieland is an
equal opportunity and affirmative action employer . We celebrate diversity and are committed to fostering an inclusive environment for all employees. Come join Wieland today and help us continue to build a global corporation we are all proud to belong to.
#J-18808-Ljbffr