Customer Service Representative

emplify GmbH; Durham (NC); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401K Match

Vacation

Paid Holidays

Health Insurance

Deals on products

Job summary

Freudenberg Filtration Technologies is seeking a Customer Service Representative in Durham, NC to deliver exceptional service across the order lifecycle. You will manage orders, respond to inquiries, and coordinate with Sales, Supply Chain, and Operations to ensure timely, accurate fulfillment.

The role requires 3+ years in customer service/order management in a manufacturing or B2B environment, ERP (SAP) experience, and strong communication and organizational skills.

Qualifications

• Associate's degree or equivalent in business administration or related field; high school diploma acceptable with experience.
• 3+ years in customer service/order management in manufacturing/B2B.
• Experience managing full order-to-cash process (entry, tracking, delivery, follow-up).
• ERP experience (SAP preferred) and Microsoft Office applications (Excel, Outlook).
• Experience coordinating across Sales, Supply Chain, Production Planning, Logistics, and Finance.
• Experience supporting key accounts and managing lead times, inventory availability, and production schedules.

Responsibilities

• Deliver exceptional service by managing orders and inquiries, coordinating product availability, and ensuring timely resolution.
• Manage the complete order lifecycle from entry to shipment and delivery with accuracy and timeliness.
• Serve as the primary contact for customers, answering questions on products, pricing, lead times, and documentation.
• Build and maintain customer relationships through proactive communication and professional service.
• Coordinate with Sales, Production Planning, Supply Chain, Logistics, and Manufacturing to meet customer needs.
• Monitor open orders, identify risks, and drive timely resolution of issues.
• Maintain accurate customer/order data in ERP/CRM systems and support demand planning.

Skills

Customer service

Order management

Cross-functional collaboration

Communication

Time management

Education

Associate's degree in business administration

High school diploma or GED

Tools

SAP

Microsoft Excel

Outlook

Job description

Working at Freudenberg: \"We will wow your world!\" This is our promise. As a global technology group, we not only make the world cleaner, healthier and more comfortable, but also offer our 52,000 employees a networked and diverse environment where everyone can thrive individually. Be surprised and experience your own wow moments. Protecting people and the environment, and optimizing industrial processes - that is what drives us at Freudenberg Filtration Technologies. We serve our automotive, consumer goods and industrial customers with technically leading products, system solutions, services and consulting in air and liquid filtration. As part of the Freudenberg Group, strong corporate values guide us in our aspiration for innovation, efficiency and highest customer focus. With a dedicated team of around 3,500 colleagues, we generate an annual turnover of about 670 million euros.

You support our team as

Customer Service Representative

Responsibilities

• The Customer Service Representative is responsible for delivering exceptional service and support to customers by managing orders, responding to inquiries, coordinating product availability, and ensuring timely resolution of customer needs. Acting as a trusted partner to customers and internal stakeholders, this role supports the sale and delivery of liquid filtration solutions across diverse industrial markets, helping to maintain strong customer relationships, operational excellence, and business growth. The Customer Service Representative proactively communicates order status, collaborates with Sales, Supply Chain, and Operations teams, and ensures customers receive accurate information, reliable service, and a positive experience throughout the order lifecycle.
• Manage the complete order lifecycle from order entry through shipment, invoicing, and delivery, ensuring accuracy, timeliness, and customer satisfaction
• Serve as the primary point of contact for customers, responding promptly to inquiries regarding products, pricing, availability, lead times, order status, and technical documentation.
• Build and maintain strong customer relationships through proactive communication, professionalism, and a customer-focused approach that enhances customer loyalty and retention.
• Coordinate closely with Sales, Production Planning, Supply Chain, Logistics, and Manufacturing to ensure customer requirements are understood and fulfilled.
• Monitor open orders and delivery commitments, proactively identifying risks, communicating delays, and driving timely resolution of issues.
• Resolve customer concerns, complaints, and service issues by investigating root causes, coordinating corrective actions, and ensuring effective follow-up.
• Maintain accurate customer and order data within ERP and CRM systems, ensuring data integrity and compliance with company procedures.
• Support demand planning and inventory management efforts by providing customer insights, forecast information, and order trend analysis.
• Prepare and distribute customer-related reports and documentation, including order confirmations, shipment notifications, pricing information, and customer performance metrics.
• Drive continuous improvement in customer service processes by identifying opportunities to enhance efficiency, reduce errors, and improve the overall customer experience.

Qualifications

• Associate's degree in business administration, Supply Chain, Operations Management, Communications, or a related field; or equivalent combination of education and experience. High school diploma or GED required.
• 3+ years of customer service, order management, inside sales support, or customer operations experience in a manufacturing, industrial, distribution, or B2B environment.
• Experience managing the full order-to-cash process, including order entry, order tracking, delivery coordination, and customer follow-up.
• Experience working in an ERP system (SAP preferred) and Microsoft Office applications, particularly Excel and Outlook.
• Proven experience interacting with customers professionally while resolving service issues and managing competing priorities.
• Experience coordinating across multiple functions, including Sales, Supply Chain, Production Planning, Logistics, and Finance.
• Experience supporting key accounts and managing customer expectations related to lead times, inventory availability, and production schedules.

Some of your Benefits

• 401K Match
• Vacation: We offer time off to refresh and recharge.
• Paid Holidays: With paid-time off, local holidays are all the way more relaxing.
• Health Insurance: Rely on comprehensive services whenever you need it.
• Opportunities for deals on products and services.

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.