Customer Service Representative

Working at Freudenberg: We will wow your world!

Responsibilities:

• Deliver excellent customer service: Respond to customer inquiries by phone, email, and chat, providing accurate, professional, and timely support.
• Manage customer orders in SAP: Accurately enter and process customer orders, including clarifying product numbers, pricing, quantities, shipping preferences, and other order details. You will also follow established SAP processes and identify opportunities to improve them.
• Provide product and service support: Help customers understand available products and services so they can make informed purchasing decisions.
• Coordinate order and shipping information: Partner with internal departments to clarify production and shipping timelines, confirm policies, and help resolve issues affecting customer orders.
• Maintain accurate customer records: Document customer interactions, transactions, order details, shipping updates, and other relevant information to ensure accurate and up-to-date records.
• Resolve and escalate issues: Use good judgment to identify customer concerns that require additional support and escalate complex matters to the Customer Service Director or appropriate Sales Manager.
• Capture the voice of the customer: Gather and document customer feedback to help identify opportunities to strengthen service, processes, and the overall customer experience.
• Support continuous improvement: Participate in team training and contribute ideas that improve processes, systems, communication, and customer service quality.

Qualifications:

• Required Qualifications
• High school diploma or equivalent
• 2+ years of customer service or related experience
• Hands-on SAP experience, including order entry and order processing
• Working knowledge of customer service software and/or CRM systems
• Strong written and verbal communication skills
• Ability to think critically, solve problems, and adapt to changing circumstances
• Strong attention to detail and commitment to accuracy
• Ability to collaborate effectively across departments
• Based in Durham, NC, or able to travel to the Durham office approximately 10% of the time

Preferred Qualifications

• Knowledge of liquid membrane filtration markets and related products
• Experience supporting customers in a technical, manufacturing, industrial, or product-based environment
• Experience identifying and recommending process or system improvements
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• The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.
• Freudenberg Residential Filtration Technologies Inc.