Customer Service Representative

Job Summary

We are seeking a knowledgeable and customer-oriented Customer Service Representative to join our team at our Canton, South Dakota headquarters. This role focuses heavily on providing technical support, assisting with order processing and fulfillment, and building strong, long-term relationships with our established customer base. You will serve as a trusted advisor to customers, helping them solve technical challenges, ensure smooth order experiences, and maintain high levels of satisfaction.

Key Responsibilities

• Act as the primary point of contact for established customers, delivering exceptional technical support and order assistance
• Provide technical guidance on product specifications, applications, installation, troubleshooting, and performance of heat exchangers and cooling systems
• Process customer orders, quotes, modifications, and returns with accuracy and efficiency
• Respond promptly to inquiries regarding product availability, pricing, lead times, shipping status, and technical questions
• Build and nurture strong relationships with key accounts through regular follow-ups, proactive communication, and personalized service
• Investigate and resolve customer issues, complaints, or technical problems in a timely and professional manner
• Collaborate closely with internal teams (Engineering, Sales, Production, Quality, and Shipping) to deliver accurate solutions and information
• Maintain detailed and accurate records of customer interactions, orders, technical resolutions, and follow-ups in the CRM and ERP systems
• Identify opportunities to strengthen customer loyalty and support account growth through excellent service and relationship management
• Assist with warranty claims processing, parts identification, and coordination of technical field support when needed

Qualifications & Requirements

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in a technical or business-related field preferred
• 2 years of customer service experience, with a strong emphasis on technical support in a manufacturing or industrial environment
• Solid understanding of mechanical systems, heat transfer principles, or related technical products (experience with thermal management, HVAC, or heavy equipment is highly preferred)
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly to both technical and non-technical customers
• Strong problem-solving, troubleshooting, and conflict resolution abilities
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experience working with ERP/CRM systems
• Detail-oriented, organized, and capable of managing multiple priorities effectively
• Positive, patient, and proactive attitude with a genuine passion for building customer relationships
• Ability to work both independently and collaboratively within a team environment

Compensation & Benefits

• Starting wage: $22 – $25 per hour (based on experience)
• Comprehensive benefits package including medical, dental, vision, and 401(k)
• Paid time off, holidays, and company-wide shut-down periods
• Opportunities for professional development and career growth
• Stable, team-oriented work environment at our Canton, South Dakota headquarters

Preferred Qualifications

• Previous experience in the thermal management, heat exchanger, agricultural equipment, or heavy-duty vehicle industries
• Technical background or formal training in mechanical engineering, manufacturing, or industrial systems
• Familiarity with reading technical drawings, specifications, or product catalogs

Adams Thermal Systems is an Equal Opportunity Employer.