Customer Service Representative

Freudenberg Filtration Technologies; Durham (NC); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401K Match

Health Insurance

International Opportunities

Personal Development

Vacation

Job summary

Freudenberg Filtration Technologies in Durham, NC is seeking a Customer Service Representative to deliver exceptional service by phone, email, and chat. You will manage orders in SAP, provide product information, and coordinate with internal teams to ensure timely shipping and accurate records.

The role emphasizes problem-solving, accuracy, and customer feedback to drive service improvements. Qualifications include a high school diploma, 2+ years in customer service, and hands-on SAP experience.

Qualifications

• Excellent 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.

Responsibilities

• Deliver excellent customer service by phone, email, and chat.
• Manage customer orders in SAP with accurate entry and processing.
• Provide product and service support to help customers make informed decisions.
• Coordinate order and shipping information with internal teams to clarify production timelines and policies.
• Maintain accurate customer records and interactions.
• Escalate complex issues to the Customer Service Director or Sales Manager as needed.
• Capture customer feedback to improve processes and the customer experience.
• Participate in team training and contribute ideas to improve processes and service quality.

Skills

Strong communication

Critical thinking

Problem solving

Attention to detail

Cross-department collaboration

Education

High school diploma or equivalent

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.

Some of your Benefits

• 401K Match: Save for retirement with the company's help.
• Health Insurance: Rely on comprehensive services whenever you need it.
• International Opportunities: Grow in your career through international exchange and global job opportunities.
• Personal Development: We offer a variety of trainings to ensure you can develop in your career.
• Vacation: We offer time off to refresh and recharge.

Durham, NC

On-Site

Freudenberg Residential Filtration Technologies Inc.

You support our team as

Customer Service Representative

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 elevate issues:
• Use good judgment to identify customer concerns that require additional support and escalated 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

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.