Customer Service Representative - Industrial Distribution

Job Description

Job Description

Customer Service Representative - Industrial Distribution

TCH Industries, Inc. & Koehler Rubber (TCH Koehler LLC) | Cleveland, OH | Full-Time

Does this sound like you?

• Are you someone who enjoys taking the initiative and shining independently when it comes to delivering exceptional customer service?
• Do you bring a genuine passion for ensuring smooth and efficient processes that elevate the customer experience to new heights?
• Has your keen eye for detail helped uncover an exciting sales opportunity or resolved a customer concern beyond standard expectations?
• Do you have prior experience in customer service and sales within the industrial production, manufacturing, or distribution sectors - particularly in the hose industry?

If yes, we want to hear from you.

How to Apply

Step 1 - Complete our Culture Index work-trait survey (required before your application will be reviewed):

Step 2 - Submit your resume outlining relevant experience and qualifications through the Culture Index link above.

About Us

TCH Industries has been a cornerstone in the industrial hose industry since 1983. We manufacture and distribute industrial, hydraulic, and metal hose assemblies and associated components, serving customers across manufacturing, construction, automotive, aerospace, and beyond. We are a growing company - expanding through strategic acquisitions and building capabilities across multiple locations in Northeast Ohio.

Koehler Rubber & Supply Co. (now operating as TCH Koehler LLC, dba Koehler Rubber) brings more than a century of expertise to our combined organization. Founded in 1917, Koehler Rubber has spent over 100 years supplying Ohio and the Midwest with specialty fluid application products. Their team includes certified specialists in hose and fitting assembly specification, lubrication system design, pumping and dispensing systems, spray finishing, and factory-authorized service and repair. Every customer service representative at Koehler Rubber is Certified in Fluid Conveying Products - a standard we carry forward under the TCH umbrella.

Together, TCH Industries and Koehler Rubber represent more than 140 combined years of industry expertise operating from a consolidated location in Cleveland. We are a close-knit team that moves quickly, takes care of our customers, and rewards people who bring both product knowledge and a genuine commitment to service. If you are looking for a role where your expertise and customer relationships truly matter, you will find a home here.

The Role

The Inside Sales & Customer Service Associate is a dual-function role: you are both a trusted point of contact for key accounts and an active contributor to new business growth. You will work closely with our inside and outside sales team, handle quotes and order management in our TrulinX ERP system, and serve as the go-to resource for customer inquiries, issues, and opportunities.

Sales leads will come from existing customers, new customers through acquisition, inbound phone calls, and internet inquiries. The ideal candidate has hands-on experience with industrial, hydraulic, and/or metal hose products and the fluid conveyance components that go with them - this is not a role where you will be learning the product from scratch.

Key Responsibilities

• Develop and close new business opportunities with both existing and prospective customers - you are an individual contributor on a collaborative sales team
• Serve as the primary point of contact for assigned key accounts, owning issue resolution and inquiry response from start to finish
• Generate accurate, detailed sales quotes in TrulinX ERP in response to RFPs, email leads, and inbound calls; document response times in the Sales Quote Tracker
• Manage customer orders and coordinate with operations and production to ensure on-time fulfillment
• Identify upsell and cross-sell opportunities within your accounts - your product knowledge is a competitive advantage
• Maintain thorough and current records of customer interactions, quotes, and follow-up activity
• Collaborate with outside sales, production, and management to align on customer needs and company capabilities

Qualifications

• Minimum 2 years of experience in inside sales and/or customer service within industrial distribution, manufacturing, or a related field
• Direct experience with industrial, hydraulic, and/or metal hose products and associated fluid conveyance components is strongly preferred
• Proficiency - or the ability to quickly learn - TrulinX ERP or a comparable distribution ERP system
• Exceptional attention to detail; able to produce accurate quotes and manage multiple open opportunities simultaneously
• Strong communication skills - written and verbal - with confidence engaging customers and internal teams alike
• Self-motivated and organized; comfortable managing your own workload and deadlines with minimal oversight
• Collaborative team player who also performs well as an independent contributor

Benefits

• Medical, dental, and vision insurance
• Health savings account (HSA)
• 401(k) with retirement plan
• Paid time off and paid holidays
• Parental leave
• Career advancement and growth opportunities across our expanding branch network

Joining TCH Industries means becoming part of a company with more than four decades of industry expertise and a clear growth trajectory. If you are a motivated sales professional who knows the hose industry and is ready to make an impact, we encourage you to apply.

TCH Industries is an equal opportunity employer. We embrace diversity and are committed to fostering an inclusive workplace environment for all employees.