Customer Service Representative

Customer Service Representative

Wieland is hiring a Customer Service Representative. The Customer Service Representative will serve as the primary commercial and operational interface for customers within the heat exchanger product line for Wieland. 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 Customer Service 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 Verona, VA and will be fully on-site.

Responsibilities

• Serve as the primary day-to-day contact for our customers and projects
• Professionally manage customer inquiries, technical clarifications, and order-related communications
• Support outside sales in executing commercial strategy and maintaining customer relationships
• Ensure clear communication of lead times, project status, and delivery commitment
• Manage end-to-end order processing for Heat Exchanger products (engineered-to-order environment)
• Enter and maintain accurate sales orders in site systems, including all fabrication pricing and commercial terms defined.
• Coordinate closely with Engineering to ensure technical alignment and order accuracy prior to release
• Process order revisions, change requests, and project updates in alignment with customer requirements
• Act as the central link between Sales, Engineering, Production Planning, and Shipping
• Coordinate with Production Control to align capacity, scheduling, and delivery timelines
• Partner with Engineering on:
  • Technical specifications
  • Drawing approvals
  • Design modifications
• Ensure smooth transition from order entry ? engineering ? production ? shipment
• Issue and manage credits/debits related to quality, commercial adjustments, or project changes
• Support Finance (FI) in collections, payment follow-up, and credit management
• Monitor and escalate customer terms, pricing gaps, and margin risks
• Ensure compliance with contractual agreements and pricing structures
• Identify opportunities to improve:
  • Order accuracy
  • Lead time communication
  • Customer experience
• Support process standardization and best practices across Thermal Solutions NA
• 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

Joining Wieland's team gives you

• 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.