Customer Solutions Representative (Technical)

Customer Solutions Representative

About Big Chief Big Chief is a leading distributor of industrial thermal components and engineered thermal solutions. We partner with customers across a variety of industries to provide high-quality products, technical expertise, and exceptional customer service. Our success is built on knowledgeable employees who are committed to solving customer challenges and building lasting relationships.

Job Overview Big Chief is seeking a Customer Solutions Representative to join our team. In this role, you will serve as the primary point of contact for customers by providing product recommendations, processing orders, answering technical and service questions, and helping customers identify the best thermal solution for their application.

The ideal candidate enjoys solving problems, building relationships, and working collaboratively with customers, vendors, engineering, and sales. If you are customer-focused, technically curious, and thrive in a fast-paced environment, we'd love to hear from you.

Essential Responsibilities

• Serve as the primary contact for customers via phone and email
• Specify and recommend industrial thermal solutions based on customer applications
• Process customer orders, quotations, returns, credits, and exchanges accurately and efficiently
• Troubleshoot customer issues related to products, pricing, availability, billing, and order status
• Source products through approved vendors and provide product recommendations
• Identify opportunities to upsell complementary products and increase customer value
• Develop proficiency in Big Chief products, systems, and internal processes
• Utilize ERP, CRM, telephony systems, vendor portals, and Microsoft Office to manage customer interactions
• Maintain accurate documentation of customer communications and account activity
• Collaborate with engineering, purchasing, sales, and operations to resolve customer issues and improve the customer experience
• Communicate customer feedback and market trends to leadership
• Meet established performance goals related to customer satisfaction, productivity, quote conversion, and sales growth
• Participate in ongoing training and special projects as assigned

Qualifications Required

• High school diploma or equivalent
• Minimum of two years of customer service, inside sales, or technical support experience
• Strong verbal and written communication skills
• Excellent problem-solving and organizational abilities
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office

Preferred

• Associate's or Bachelor's degree
• Experience working in manufacturing, industrial distribution, or industrial products
• Experience with ERP and CRM systems
• Basic knowledge of industrial heating, electrical products, controls, or thermal components
• Experience reading technical drawings or product specifications

Working Conditions

• Primarily office-based
• Frequent computer, telephone, and email communication
• Occasional travel for customer visits, training, or industry events

Physical Requirements

• Ability to sit or stand for extended periods
• Frequent use of standard office equipment

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