Role Summary
The Customer Service Representative acts as the primary interface between Therm‑x and its customers, supporting the full order lifecycle from quotation through shipment. This role ensures seamless coordination between customers, engineering, production, and supply chain teams to deliver high-quality thermal solutions with accuracy, speed, and reliability.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries related to products, orders, and delivery timelines.
- Provide detailed product information and coordinate technical support with Engineering and Quality teams.
- Prepare and manage quotations for heaters, temperature sensors, and related components in alignment with customer specifications.
- Accurately enter and manage customer orders within ERP/MRP systems.
- Track orders through manufacturing, ensuring alignment with production schedules and customer commitments.
- Proactively communicate order status, lead times, and any potential delays to customers and internal stakeholders.
- Coordinate order changes, expedites, and priority requests with Production, Planning, and Procurement teams.
- Work closely with Engineering and Quality to ensure customer specifications and compliance requirements are met.
- Partner with Sales to support customer relationships and ensure expectations are clearly defined and fulfilled.
- Investigate and resolve customer issues including order discrepancies, quality concerns, and delivery challenges.
- Coordinate with Finance/Accounting for customer setup, credit limits, and resolution of billing discrepancies.
- Monitor customer demand patterns and inventory levels, supporting VMI (Vendor Managed Inventory) or stocking programs where applicable.
- Maintain accurate customer master data, including specifications, contact details, and order history.
Customer Satisfaction & Continuous Improvement
- Support the administration and tracking of customer satisfaction surveys, ensuring timely distribution and response collection.
- Analyze customer feedback and escalate trends or concerns to Quality, Operations, and Leadership teams.
- Drive follow-up actions and corrective measures based on survey results to improve overall customer experience.
ISO Compliance & Documentation
- Actively support compliance with ISO 9001 and other applicable quality management system (QMS) standards.
- Ensure customer-related processes and records are maintained in accordance with documented procedures.
- Assist in maintaining accurate documentation, including order records, customer specifications, and change history.
Required Qualifications & Skills
- Bachelors Degree in management required; minimum 5 years of experience in a manufacturing or industrial environment (Contract Manufacturing will be plus).
- Strong customer service orientation with professional communication skills.
- Ability to manage complex, multi-step order processes with high accuracy.
- Proficiency in Microsoft Excel and ERP/MRP systems.
- Strong problem-solving skills with sound judgment and attention to detail.
- Effective written and verbal communication skills. Fluency in English is required.
- Ability to handle multiple priorities in a fast-paced, deadline-driven environment.
- High degree of professionalism and confidentiality in handling sensitive information.
Why you’ll love it here
Therm-x of California stands out as a premier destination for professionals passionate about precision engineering, advanced manufacturing, and impactful innovation. With its headquarters in Hayward, CA, Therm-x has built a reputation since 1983 as a leader in thermal solutions—serving high-tech industries through vertically integrated capabilities that span thermal design and testing, CNC machining, metal joining, sheet metal fabrication, and electro-mechanical assembly. Your work will be Impactful, hands‑on engineering across the full lifecycle; opportunities to lead and mentor; collaborative culture focused on quality and delivery.
Pay: ₹22,000.00 - ₹40,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Ability to commute/relocate:
- Andheri, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- Customer Service: 4 years (Required)
Language:
Work Location: In person
