Customer Fulfillment & Front Desk Coordinator

Wakefield Thermal is part of the Heico Companies, and in aggregate, Heico's businesses generate more than $3.2 billion in revenues. Wakefield Thermal is a global leader in innovative thermal management solutions for a diverse range of markets. Building on over four decades of leadership and experience, Wakefield Thermal designs, manufactures, and sells thermal management products that remove excess heat generated by electronic components.

Our Mission: Our businesses have made an all-encompassing commitment across all levels of the organization to never sacrifice safety. Deliver industry leading quality, and on-time delivery while providing an exceptional customer experience. Position ourselves as a leader in the industry through technological advancements and supply chain excellence. Promote a culture of success and excellence through accountability, collaboration, engagement, and shared belief in our vision.

Summary:
This role serves as both the first point of contact for visitors to the facility and a key liaison for customer accounts and sales inquiries. The individual is responsible for maintaining a highly professional and welcoming presence while supporting multiple departments, management, and customers. The role requires strong customer service skills, administrative expertise, and the ability to manage a variety of operational tasks across the manufacturing facility and corporate headquarters. This position is highly visible and offers significant opportunities for professional growth, with an expectation to embody the company's values of honesty, integrity, and corporate citizenship.

This role is fully on-site in our Nashua, NH location.

Responsibilities:

Customer Service & Account Management:

• Maintain and update customer account information, including contact details and special requirements, within ERP and CRM systems.
• Respond to customer inquiries regarding pricing, lead times, and product information; submit non-standard quotes and provide completed quotations to customers.
• Manage design registration processes and track relevant data within the CRM system.
• Process and maintain customer orders, including PO receipt (via email and EDI), contract review, order entry, change orders, expedites, and RMAs.
• Verify orders and collaborate with team members to ensure accuracy and efficiency.
• Provide cross-functional support and coverage for other Customer Service Representatives during absences, including vacation or sick leave.

Front Desk & Administrative Support:

• Serve as the first point of contact for visitors, providing a professional and welcoming experience.
• Manage office calendars, scheduling for shared spaces, and company events, including conferences and executive-level meetings.
• Provide administrative support to the corporate management team and various departments.
• Monitor and maintain appropriate inventory levels of office and shared space supplies.
• Prepare and deliver reports as requested by management.
• Support a proactive safety culture and other duties as assigned.

Qualifications and Requirements:

• Associate's degree in Business Administration or a related field, or equivalent relevant experience.
• 2-3 years of experience in sales/account management, marketing/product support, customer service, or administrative roles.
• Strong interpersonal skills with an outgoing, professional, and customer-focused demeanor.
• Ability to multitask in a fast-paced environment with a strong sense of urgency.
• Ability to analyze internal and external requests and retrieve data using ERP/CRM systems.
• Experience with Salesforce, Microsoft AX ERP, Epicor, and C2 CRM preferred.
• Proficiency in Microsoft Office.
• Strong technical aptitude, business acumen, and problem-solving skills.
• Event planning experience is a plus.
• Familiarity with a dynamic manufacturing or production environment is preferred.

WORK ENVIRONMENT:

Office, Plant, Warehouse or Remote locations:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job in the Plant or Warehouse, the employee is exposed to noise. The noise level is usually moderate, but hearing protection may be required in designated areas. The employee is required to wear safety glasses when in the plant.

About HEICO:

Heico has a history of success. Since its founding over 40 years ago The Heico Companies has grown from a single busine