Customer Service Representative

Overview

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.

 

Wieland's Cultural Values

Wieland’s culture is what makes for a fun and rewarding place to work! As a company, we benefit daily from our employees' knowledge and abilities. With our cultural vision, we place our core values at the heart of everything we do: safety, ambition, optimism, reliability, ownership, diversity, & 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. 

Responsibilities

Customer Service Representative Responsibilities:

• Customer & Commercial Management

  a) Serve as the primary day-to-day contact for assigned Onda US customers and projectsb) Professionally manage customer inquiries, technical clarifications, and order-related communicationsc) Support outside sales in executing commercial strategy and maintaining customer relationshipsd) Ensure clear communication of lead times, project status, and delivery commitment

• Order & Project Executiona) Manage end-to-end order processing for Heat Exchanger products (engineered-to-order environment)b) Enter and maintain accurate sales orders in site systems, including all fabrication pricing and commercial terms defined. c) Coordinate closely with Engineering to ensure technical alignment and order accuracy prior to released) Process order revisions, change requests, and project updates in alignment with customer requirements

• Cross-Functional Coordinationa) Act as the central link between Sales, Engineering, Production Planning, and Shippingb) Coordinate with Production Control to align capacity, scheduling, and delivery timelinesc) Partner with Engineering on:i. Technical specificationsii. Drawing approvalsiii. Design modificationsd) Ensure smooth transition from order entry → engineering → production → shipment

• Financial & Contractual Oversight a) Issue and manage credits/debits related to quality, commercial adjustments, or project changesb) Support Finance (FI) in collections, payment follow-up, and credit managementc) Monitor and escalate customer terms, pricing gaps, and margin risksd) Ensure compliance with contractual agreements and pricing structures

• Continuous Improvement & Commercial Excellencea. Identify opportunities to improve:i. Order accuracyii. Lead time communicationiii. Customer experienceb. Support process standardization and best practices across Thermal Solutions NAc. 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

Qualifications

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