Customer Support Specialist

The Customer Care Specialist plays a critical, customer-focused role within the Customer Care team. This position is responsible for supporting the company's sales strategy and profit objectives while ensuring a consistently positive customer experience. Working closely with teammates, sales leadership, and production teams, this individual manages order processing, communication, and coordination across departments to ensure accurate, timely fulfillment.

Note: This job description provides an outline of the essential functions and qualifications necessary for this position. It is not all-inclusive, and duties may change, be added, or deleted according to business needs.

Wakefield Thermal is part of the Heico Companies, and in aggregate, Heico's businesses generate more than $3.2 billion in revenues. Wakefield Thermal is a global leader in innovative thermal management solutions for a diverse range of markets. Building on over four decades of leadership and experience, Wakefield Thermal designs, manufactures, and sells thermal management products that remove excess heat generated by electronic components.

Our Mission: Our businesses have made an all-encompassing commitment across all levels of the organization to never sacrifice safety. Deliver industry leading quality, and on-time delivery while providing an exceptional customer experience. Position ourselves as a leader in the industry through technological advancements and supply chain excellence. Promote a culture of success and excellence through accountability, collaboration, engagement, and shared belief in our vision.

Position Summary:

The Customer Care Specialist plays a critical, customer-focused role within the Customer Care team. This position is responsible for supporting the company's sales strategy and profit objectives while ensuring a consistently positive customer experience. Working closely with teammates, sales leadership, and production teams, this individual manages order processing, communication, and coordination across departments to ensure accurate, timely fulfillment.

Essential Duties and Responsibilities:

• Strive towards a culture of proactive safety.
• Accurately process customer orders and acknowledgements for assigned regions within Microsoft Dynamics (AX).
• Maintain and update customer portals with accurate, current information.
• Processing/following up on quotes and opportunities using Salesforce CRM
• Collaborate with Customer Service (CS) to:
  • Communicate priority and "hot" orders to production teams
  • Verify and audit order entries in AX
  • Close small balance orders and manage open order statuses
  • Coordinate closely with Plant Manager and production teams to execute top customer priorities and manage all open orders.
• Work cross-functionally to resolve issues and ensure production continuity.
• Respond to customer inquiries, providing updates on order status, shipping schedules, and adjustments as necessary.
• Provide backup support to team members as needed to ensure continuity of service.

Requirements:

• 2-5 years of customer service experience in a fast-paced manufacturing, office, or comparable environment.
• Strong ability to multitask and manage competing priorities with a sense of urgency.
• Customer-first mindset with a proactive approach to problem-solving.
• Ability to analyze internal and external requests and effectively retrieve and interpret data from company systems.
• Proven team player with strong collaboration skills.
• Excellent organizational skills with a detail-oriented, analytical, and results-driven approach.
• Goal-oriented with the ability to prioritize and meet key deadlines.
• Strong verbal and written communication skills.
• Positive, driven attitude with a competitive and results-focused mindset.
• High technical aptitude with strong PC skills; experience with ERP/CRM systems preferred (Microsoft AX, C2 CRM). Proficiency in Microsoft Office required.