Customer Service Representative

Hettich America Lp; Buford (GA); Remote; USD 42,000 - 64,000; Full time

Job summary

Hettich America Lp is hiring an experienced Customer Service Representative. This fully remote role supports our customer base with timely communication, order processing, and proactive issue resolution.

You will engage customers, manage orders with the third-party team, handle returns and credits, and keep account information accurate. You will collaborate with Outside Sales and cross-functional teams (Shipping, Finance, Product Management, and Sales) to ensure a seamless customer experience

Qualifications

• 3+ years in customer service, preferably B2B manufacturing or distribution.
• Proven ability to manage relationships, resolve issues, and maintain satisfaction.
• Strong written and verbal communication with a proactive, solutions mindset.
• Experience with order processing, account management, and support systems.
• MS Office proficiency, especially Outlook and Excel.
• Self-motivated, organized, able to work independently remotely.
• Ability to prioritize multiple requests with accuracy and responsiveness.
• Willingness to travel overnight for meetings and trainings.

Responsibilities

• Provide timely, professional support via phone, email, or fax regarding order status, product inquiries, pricing, and general assistance to ensure a positive customer experience.
• Oversee accurate entry of customer orders and confirm with customers, communicate availability, lead times, or delays, monitor fulfillment and shipments, coordinate with shipping on freight claims, and resolve delivery issues promptly.
• Process customer returns (RGAs), handle complaints, and issue credits reflecting our commitment to quality service.
• Maintain up-to-date customer account information, including shipping instructions and contact details.
• Collaborate with Outside Sales to deliver excellent service and strengthen customer relationships.
• Cross-functionally work with Shipping, Finance, Product Management, and Sales to ensure accurate information and efficient processes.

Skills

Customer service

B2B experience

Communication skills

Microsoft Office

Education

Associate’s degree or higher

Tools

SAP

Salesforce

CRM systems

Excel

Job description

Position OverviewHettich America is seeking an experienced Customer Service Representative to provide exceptional support to our customer base. This fully remote position is part of a self-organized team and plays a key role in driving customer satisfaction through timely communication, order processing, and proactive issue resolution.Key ResponsibilitiesCustomer Engagement: Provide timely, professional support via phone, email, or fax regarding order status, product inquiries, pricing, and general assistance to ensure a positive customer experience.Order Management: Assist in driving revenue growth by overseeing accurate entry of customer orders through the third-party team. Confirm orders with customers, communicate availability, lead times, or delays, monitor fulfillment and shipments, coordinate with shipping on freight claims, and resolve delivery issues promptlyIssue Resolution: Process customer returns (RGAs), handle complaints, and issue credits in a way that reflects our commitment to quality service.Account Accuracy: Maintain up-to-date customer account information, including shipping instructions and contact details.Sales Support: Collaborate closely with the Outside Sales Team to deliver excellent service and strengthen customer relationships.Internal Collaboration: Work cross-functionally with multiple departments, including Shipping, Finance, Product Management, and Sales, to ensure accurate information, efficient processes, and seamless experience for customers.What You Bring3+ years of customer service experience required, preferably in a B2B, manufacturing, distribution, or industrial environment.Proven ability to manage customer relationships, resolve complex issues, and maintain a high level of customer satisfaction.Strong written and verbal communication skills with a proactive, solutions-oriented mindset.Experience with order processing, account management, and customer support systems.Proficiency in Microsoft Office applications, including Outlook and Excel.Self-motivated and organized with the ability to work independently in a remote environment.Ability to prioritize multiple customer requests while maintaining accuracy and responsiveness.Ability and willingness to travel overnight as needed for company meetings, training, and team events.Preferred QualificationsAssociate’s degree or higherFamiliarity with ERP or CRM systems (e.g., SAP, Salesforce)Experience supporting customers in a manufacturing, wholesale, or distribution environment