Customer Service Representative

emplify GmbH; Durham (NC); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

401K Match

Vacation

Health Insurance

Sustainability & Social Commitment

Health Management

Job summary

Freudenberg Filtration Technologies in Durham, NC seeks a Customer Service Representative to handle inquiries, process orders, and provide product information. You will maintain records, communicate with multiple departments, and escalate complex issues as needed.

Ideal candidates have 2+ years in customer service, familiarity with CRM systems, and the ability to work in a fast-paced environment near Durham. Travel to the office may be required up to about 10% of the time.

Qualifications

• 2+ years of customer service experience.
• Based in Durham, NC or able to travel to the Durham office approx. 10%.
• Basic proficiency in CRM software and systems.
• Familiarity with company products or services.

Responsibilities

• Handle customer inquiries via phone, email, or chat in a timely, accurate manner.
• Process customer orders in the system and confirm product numbers, pricing, and shipping preferences.
• Provide detailed product/service information to aid purchasing decisions.
• Maintain accurate records of interactions and orders; update notes as needed.
• Identify complex issues and escalate to supervisor or sales managers for resolution.
• Collect and record customer feedback to support service improvements.
• Coordinate with other departments to resolve issues and clarify timelines.
• Follow SAP order entry processes and suggest improvements when appropriate.

Skills

Communication skills

Problem solving

Adaptability

Education

High school diploma

Tools

SAP

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

• Customer Inquiry Handling:
  Respond to customer inquiries via phone, email, or chat, providing accurate and timely information.
  Order Processing:
  Process customer orders accurately in the system, ensuring timely follow-up. Includes communicating with the customer to clarify product numbers, pricing, and shipping preferences
  Product/Service Information:
  Provide detailed information on products or services to assist customers in their purchasing decisions. Specific knowledge of liquid membrane filtration markets and associated products is strongly preferred.
  Documentation & Record-Keeping:
  Maintain accurate records of customer interactions and transactions including updating notes with current and relevant information pertaining to order shipping.
  Escalation Support:
  Identify and elevate complex issues to the Customer Service director and Sales Managers for resolution.
  Customer Feedback Collection:
  Gather and record feedback from customers to support service improvement.
  Internal Communication:
  Coordinate with other departments to resolve customer issues as needed.clarify production and shipping timelines, and confirm policies as needed.
  Training Participation:
  Participate in team training sessions to enhance knowledge and service skills.
  System Proficiency:
• 
  System Proficiency:
  Understand SAP order entry and be able to both follow process and suggest process improvements as needed.
• 
  Quality Assurance Support:
  Ensure that customer service standards are met in all interactions, written, and verbal communications.

Qualifications

• High school diploma or equivalent.
  2+ years of experience in customer service or a related field.
  Basic proficiency in customer service software and CRM systems.
  Knowledge of company products or services
• Based in Durham, NC, or able to travel to the Durham office approximately 10% of the time.
• Skills/Strengths
• Ability to think critically and be flexible in responding to changing circumstances
• Desire to continuously improve processes and systems
• Commitment to transparency, growth, and collaboration

Some of your Benefits

401K Match

Vacation

We offer time off to refresh and recharge.

Health Insurance

Rely on comprehensive services whenever you need it.

Sustainability & Social Commitment

We support social and sustainable projects and encourage employee involvement.

Health Management

We support you to stay and become healthy and fit.

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.