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 Execution a) 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 Coordination a) 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 Excellence a.

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+ employees worldwide and 40+ locations in North America alone. Growth opportunities are limitless! Wellness Programs
• Wieland encourages participation in our unique 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 an equal 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.