Customer Service Representative

Hettich America; Buford (GA); Remote; USD 50,000 - 65,000; Full time

Job summary

Hettich America is seeking an experienced Customer Service Representative to provide exceptional support to our customer base in a fully remote, self-organized team environment. You will drive customer satisfaction through timely communication, order processing, and proactive issue resolution.

The ideal candidate has 3+ years of customer service experience in a B2B, manufacturing, distribution, or industrial setting, with strong communication skills and proficiency in ERP/CRM systems.

Qualifications

• 3+ years of customer service experience in a B2B, manufacturing, distribution, or industrial environment.
• Proven ability to manage customer relationships and resolve issues while maintaining satisfaction.
• Strong written and verbal communication 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.
• Remote work capability and ability to travel overnight for meetings as needed.
• Familiarity with ERP or CRM systems (SAP, Salesforce) preferred.

Responsibilities

• Provide timely, professional support via phone, email, or fax regarding order status, product inquiries, pricing, and general assistance.
• Oversee entry of customer orders through third-party team; confirm orders, communicate availability and lead times, monitor fulfillment and shipments, and resolve delivery issues.

Skills

Customer service

Order processing

Account management

Cross-functional collaboration

Communication

Remote work

Education

Associate’s degree or higher

Tools

SAP

Salesforce

Excel

Job description

Position Overview

Hettich 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 Responsibilities

• Customer 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 promptly
• Issue 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 Bring

• 3+ 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 Qualifications

• Associate’s degree or higher
• Familiarity with ERP or CRM systems (e.g., SAP, Salesforce)
• Experience supporting customers in a manufacturing, wholesale, or distribution environment