Customer Service Representative

Wieland - Creating Value for Generations!

Wieland is a global leader in copper and copper alloy manufacturing processing and distribution. We provide a large product and service portfolio including power automotive ammunition coinage construction materials refrigeration electronics and many other industries. To us metal is more than material.

Wielands Cultural Values

Wielands culture is what makes for a fun and rewarding place to work! As a company we benefit daily from our employees knowledge and our cultural vision we place our core values at the heart of everything we do:safetyambitionoptimismreliabilityownershipdiversity &respect.

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 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 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 Delaware OH and will be fully on-site.

Customer Service Representative Responsibilities:

Customer & Commercial Management

• Serve as the primary day-to-day contact for assigned Onda US 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

Order & Project Execution

• 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

Cross-Functional Coordination

• 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

Financial & Contractual Oversight

• 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

Continuous Improvement & Commercial Excellence

• 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

Customer Service Representative 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 Wielands 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 9000 employees worldwide and 40 locations in North America alone. Growth opportunities are limitless!
• Wellness Programs Wieland encourages participation in ourunique 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 anequal 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.