B2B Customer Service Representative

B2B Customer Service

Composed of Chromalox, Durex Industries, Vulcanic, and Thermocoax businesses, Electrical Thermal Solutions (ETS), part of Spirax Group, creates electrical process heating and temperature management solutions, including industrial heaters and systems, heat tracing, and a range of component technologies.

Durex Industries has over 40 years' expertise in the thermal control business. A trusted custom thermal solutions supplier and engineering design partner for customers across a range of industry sectors, it also offers engineering, manufacturing, testing and laboratory and quality assurance services.

Durex serves businesses in sectors including process industries, life sciences, plastics processing, food and packaging, aerospace, defense, and security. Its innovative bespoke solutions such as retrofitting heating elements to prevent outdoor beverage dispensers from failing in low temperatures and custom-made circulation heaters to heat fuel in large ship engines.

Join us as we continue to provide solutions to our customers and the world!

The Role:

Reporting to the Inside Sales Manager, the Customer Service Representative will provide sales support to Customers, Inside Sales Engineers and Field Sales Engineers.

As the Customer Service Representative, you will process customer requests for quote, review and enter purchase orders, process Return Material Authorization (RMA) requests, and facilitate order expedites as required to provide internal and external customers with the best possible customer service.

Your Responsibilities:

• Secure purchase orders and manage customers' expectations
• Coordinates customer requirements with sales, manufacturing, marketing & engineering
• Processes requests for quote
• Conducts extensive reviews of customer purchase orders for accuracy
• Performs accurate and efficient customer order entry
• Administrates order expedite requests
• Provides notification of late shipments to customers
• Facilitates communication between Credit Department and customers on payment delays
• Initiates Return Material Authorizations
• Addresses customer inquiries promptly
• Initiates review of pricing, when appropriate, to ensure profitability
• Continually seeks and shares strategies for enhanced sales and service
• Notifies sales management immediately of any business at risk situations
• Supports reception desk and Customer Service as necessary

Requirements:

• Associate's degree in a related field or 2-3 years direct sales or customer service experience and/or a combination of education and experience
• Strong technical curiosity and problem-solving ability to learn, support, and configure engineered solutions for customer applications
• Familiar with the use of Windows based PC's and programs (MS Office programs mandatory)
• Must be able to multi-task as well as possess a strong sense of urgency
• Excellent verbal and written communications skills with a strong service mindset
• Must work well within a team or independently and demonstrate initiative and drive for results
• Ability to communicate clearly and effectively in a professional business environment
• Approachable and friendly with strong customer service orientation
• Ability to complete individual responsibilities while collaborating with Team Members
• Detail orientated and enjoys a hardworking, fast-paced environment

Pay Range: $39,000 - $55,000

At Durex Industries, we are not just an employer but a champion of equal opportunities and inclusivity. We are dedicated to fostering a workplace that adheres to the highest hiring standards and is free from discrimination and harassment.

Durex Industries is an equal opportunity employer; our commitment extends to all aspects of employment, ensuring that no individual is mistreated or discriminated against based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as defined by federal, state, or local laws.