Customer Support Specialist

Customer Support Specialist

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.

The Customer Support Specialist is responsible for managing end-to-end customer account activities while delivering exceptional service to assigned customer accounts and territory. This role acts as a key point of contact between customers, sales, engineering, quality, and production teams to ensure customer requirements are met accurately, efficiently, and in compliance with all contractual and regulatory standards. The Customer Support Specialist plays a critical role in driving customer satisfaction, supporting sales growth, and ensuring smooth execution of orders from inquiry through shipment.

Key Responsibilities

• Administer and manage key business processes for assigned customer accounts, including quotations, sample and prototype coordination, pre-production, production, order management, quality support, and ongoing customer service.
• Support Sales Managers and outside sales teams in pursuing new business opportunities by assisting with quotations, prototype deliveries, qualification activities, and transition to production.
• Serve as the primary liaison between customers and internal departments, driving customer service activities to meet or exceed customer expectations.
• Coordinate complete, up-front, multi-departmental sales and order processes from initial customer inquiry and design discussions through proposal submission, order closure, and fulfillment.
• Anticipate customer needs across both short-term and long-term horizons, proactively addressing potential issues and identifying opportunities for improvement.
• Analyze customer situations using strong problem-solving skills and recommend appropriate solutions or alternatives when challenges arise.
• Oversee contract and purchase order reviews to ensure accuracy of pricing, specifications, and delivery requirements prior to ERP entry.
• Function as a liaison with the Quality team to address customer-reported quality concerns, ensuring timely responses, effective problem resolution, and proper management of the RMA process.
• Manage customer accounts across multiple regions, including domestic and international customers, maintaining effective communication and long-term relationships.

Required Qualifications

• Associate degree in business or sales/marketing, highly desirable.
• 2-3 years of experience in a sales/account management, marketing/product, and/or customer service role.
• Sense of urgency and willingness to do what it takes to satisfy our customers.
• Proven experience in a customer service role within a manufacturing or industrial environment.
• Strong understanding of order management, quoting, and contract review processes.
• Experience working cross-functionally with sales, engineering, estimating, quality, and production teams.
• Goal oriented; ability to prioritize and deliver on key objectives.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Strong analytical and problem-solving skills with a customer-focused mindset.
• Excellent technical aptitude. Strong PC skills and experience with ERP and CRM system(s); (preferably Microsoft AX ERP, Epics and C2 CRM). Proficiency with Microsoft Office and Salesforce.
• Excellent written and verbal communication skills, including interaction with international customers.

Key Competencies

• Customer-centric approach with a focus on service excellence
• Strong organizational and time-management skills
• Attention to detail and accuracy
• Collaborative team player
• Ability to anticipate customer needs and proactively drive solutions
• Adaptability and comfort working across global teams

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.