What are the responsibilities and job description for the Customer Service Representative position at Thermcraft, Winston-Salem, NC?
Description
Location: Winston-Salem, NC (on-site)
Department: Sales & Customer Service
Employment Type: Full-time
Thermcraft, Inc. is a leading manufacturer of industrial and laboratory furnaces, ovens, and heating elements headquartered in Winston-Salem, North Carolina.
For over 50 years, Thermcraft has provided precision-engineered thermal solutions to customers worldwide across industries such as aerospace, materials testing, and advanced manufacturing.
Now, as part of the AECO family of companies, Thermcraft continues to grow through innovation, quality, and customer partnerships.
Job Description
We are seeking a Customer Service Representative to join our growing team. In this role, you will be the frontline connection between Thermcraft and our customers, ensuring timely, accurate, and professional communication at every stage of the order process.
You will manage incoming inquiries, support order processing, coordinate with production, and ensure customers receive consistent updates on order status. This role is key in maintaining Thermcraft’s reputation for exceptional service and responsiveness.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and online requests.
- Process orders accurately and efficiently using Infor ERP and CRM systems.
- Track orders through production, shipping, and delivery — proactively communicating any changes or delays.
- Collaborate with inside and outside sales to ensure alignment with customer expectations.
- Handle customer complaints or warranty concerns in a professional and timely manner.
- Maintain up-to-date customer information and order history in the system.
- Support the sales team in preparing quotes, invoices, and product documentation.
- Ensure all customer communications reflect Thermcraft’s professionalism and commitment to service
Requirements
- Minimum 3 years of customer service experience in a manufacturing or technical environment.
- Strong communication and organizational skills.
- High attention to detail and accuracy in data entry and order processing.
- Proficiency with Microsoft Office and familiarity with ERP/CRM systems (Infor experience a plus).
- Professional, customer-focused demeanor with the ability to multitask effectively.
Preferred:
- Experience with engineered-to-order or custom product environments.
- Familiarity with logistics, freight, and order fulfillment processes.
The Ideal Candidate
- Enjoy problem-solving and helping customers succeed.
- Balances professionalism with approachability.
- Works well under pressure and can manage multiple priorities.
- Thrives in a team-driven environment where communication is key.
Adhere to our Core Values:
Do Right - Always!
Customer-Centric Teamwork
Get it Done! – Well and Timely
Drama-Free Work Environment
Be Smart, Grow & Learn, Stay Smart
Thermcraft is a 100% employee-owned company and an Equal Opportunity Employer, including disability and veterans.