Customer Service Representative

Hettich America; Hyde Park Township (IL); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to join their remote team. This role focuses on supporting West Coast clients with exceptional service, ensuring seamless order processing and proactive issue resolution. You'll collaborate with sales teams and engage directly with customers, enhancing their experience and satisfaction. The company offers a supportive culture that values professional development and teamwork. If you're a self-starter with strong communication skills and the ability to thrive in a remote environment, this opportunity is perfect for you.

Benefits

Full benefits package including medical, dental, and vision

401(k) with company match

Company-paid life insurance

Paid holidays

Year-end shutdown from Christmas Eve to New Year’s Day

Qualifications

• Experience in customer service or account management in a B2B environment.
• Strong communication skills with a proactive mindset.

Responsibilities

• Provide timely communication to customers regarding orders and inquiries.
• Oversee accuracy and fulfillment of customer orders.

Skills

Customer Service Experience

Communication Skills

Order Processing Systems

Microsoft Office

Education

Associate’s Degree or Higher

Tools

ERP Systems (e.g., SAP)

CRM Systems (e.g., Salesforce)

Job description

Customer Service Representative – West Coast (Remote)

Reports to: Customer Service Supervisor

Location: Remote (West Coast Time Zone), with quarterly travel to our HQ

About Hettich

Founded in 1888, Hettich is one of the world's largest manufacturers of furniture fittings. With over 7,400 employees across nearly 80 countries, we’re committed to developing intelligent technology that improves everyday life. Although headquartered in Germany, our U.S. operations are based in Metro Atlanta—and we’re growing.

At Hettich, we believe in collaboration, transparency, and personal responsibility. We treat each other with respect, support professional development, and strive to create a culture where people genuinely enjoy coming to work.

The Opportunity

We’re looking for a West Coast-based Customer Service Representative to support our U.S. customer base, with a special focus on providing timely and effective service to our West Coast clients. This is a fully remote role that requires the ability to work Pacific Time hours and travel to our Buford, GA office once per quarter.

You’ll be the primary point of contact for customer inquiries, helping ensure seamless order processing, proactive issue resolution, and ongoing customer satisfaction. You’ll also work closely with our Outside Sales team and other departments to drive results and strengthen relationships. This position reports to the C-Suite of Hettich America, as part of a self-organized team.

Key Responsibilities

• Customer Engagement: Provide timely, professional communication to external customers via phone and email regarding order status, product inquiries, returns, pricing, and general support.
• Order Management: Oversee the accuracy and timely fulfillment of customer orders. Coordinate with third-party order entry, monitor shipping, and resolve delivery issues.
• Issue Resolution: Process customer returns (RGAs), handle complaints, and issue credits in a way that reflects our commitment to quality service.
• Sales & Data Support: Monitor customer sales trends and inventory data to help identify opportunities, reduce gaps, and support sales growth.
• Account Maintenance: Ensure customer account details—including shipping instructions and contact info—are accurate and up to date.
• Internal Collaboration: Partner with Customer Service and Sales teams to deliver consistent and dependable support.

What We’re Looking For

• Customer service or account management experience, preferably in a B2B or manufacturing environment
• Strong communication skills and a proactive, solutions-focused mindset
• Experience with order processing systems and Microsoft Office (Excel, Outlook, etc.)
• A self-starter who thrives in a remote environment and can collaborate across time zones
• Must be based in a Pacific Time Zone state and available to work PT business hours
• Ability to travel to the Buford, GA office quarterly (travel expenses covered)

Preferred

• Associate’s degree or higher
• Familiarity with ERP or CRM systems (e.g., SAP, Salesforce)

Benefits

• Full benefits package including medical, dental, and vision coverage
• 401(k) with company match
• Company-paid life insurance and disability coverage
• Paid holidays and year-end shutdown from Christmas Eve through New Year’s Day
• Participation in programs focused on Continuous Improvement, Charitable Works, Safety Excellence, Sustainability, and Digitalization