Customer Service Representative (Hybrid Remote)

Heraeus Holding GmbH; New York (NY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Heraeus Precious Metals North America is seeking a Customer Service / Inside Sales Representative to support high-value B2B customers in the precious metals sector. You will manage quotes, orders, shipments, and invoicing, acting as the main liaison between customers and internal teams.

The ideal candidate has 5+ years in customer service or order management, strong SAP experience, and a customer-first mindset.

Qualifications

• Bachelor’s degree in Business Administration or related field, or equivalent experience.
• 5+ years in customer service, inside sales, or order management in a B2B environment.
• Strong customer focus with excellent written, verbal, and interpersonal communication.
• Proven ability to manage complex transactions, prioritize tasks, and meet deadlines.
• Experience with ERP systems; SAP experience preferred.

Responsibilities

• Act as primary contact for assigned customers, managing the full order lifecycle from quotation to settlement.
• Process customer orders, pricing, shipments, metal transactions, and invoicing using SAP.
• Communicate with domestic and international customers to provide order status and resolve issues.
• Coordinate with Production, Quality, Finance, Logistics, and Metals Recycling teams across sites.
• Support assay exchanges, metal transfers, inventory review, reporting, and monthly reconciliations.
• Investigate and resolve customer complaints with clear corrective actions.
• Maintain accurate records of interactions, transactions, and regulatory documentation.
• Contribute to customer service and sales improvement initiatives and participate in meetings.

Skills

Customer service

Inside sales

Order management

SAP

ERP systems

Excel

MS Teams

PowerPoint

Communication skills

Education

Bachelor’s degree in Business Administration

Tools

SAP

SharePoint

Job description

Customer Service Representative (Hybrid Remote)

Permanent

Pay Range Min.$70,000.00

Pay Range Max.$90,000.00

About Heraeus

Making displays foldable? Helping hearts beat with medical innovations? Or breathing new life into precious metals? As a family‑owned global technology group we help our customers to always being one step ahead.

About Heraeus Precious Metals

With more than 350 years of experience in precious metals processing, Heraeus Precious Metals is the world's leading provider of innovative products and services, such as precious metals trading and recycling. Our products are used in a wide range of industries, for example to reduce climate killers such as nitrous oxide and methane and in the form of pharmaceutical ingredients for the treatment of cancer.

Our innovative strength is driven by our 3,000 employees at more than 15 sites worldwide, who work passionately with our partners to develop pioneering and sustainable solutions.

Our vision: We create innovative precious metals products and services, leading the way to a sustainable future. To achieve this, we have set ourselves ambitious targets.

Heraeus Precious Metals North America is hiring a Customer Service / Inside Sales Representative to support high‑value B2B customers in the precious metals industry. This role manages the full customer order lifecycle including quoting and order entry through shipment, settlement, and invoicing and is the primary liaison between customers and internal teams.

The ideal candidate is comfortable working with complex transactions in SAP, and communicates effectively with domestic and international customers. Strong attention to detail, analytical skills, and a customer‑first mindset are essential. This is a full‑time, exempt hybrid role based in New York City with a posted salary range of $70K-$90K, plus incentives and benefits.

The following challenges await you:

• Act as the primary point of contact for assigned customers, managing the full order lifecycle from quotation through settlement
• Process customer orders, pricing, shipments, metal transactions, and invoicing accurately and on time using SAP
• Communicate regularly with domestic and international customers to provide order status, resolve issues, and ensure satisfaction
• Partner closely with Production, Quality, Finance, Logistics, and Metals Recycling teams, including coordination with the Santa Fe Springs, CA and Wartburg, TN sites
• Support assay exchanges, metal transfers, inventory review, reporting, and monthly reconciliations
• Investigate and resolve customer complaints, providing clear feedback and corrective actions
• Maintain accurate records of customer interactions, transactions, and regulatory documentation
• Contribute to customer service and sales improvement initiatives and participate in customer meetings as needed

Your Profile:

• Bachelor’s degree in Business Administration or a related field, or an equivalent combination of education and experience
• 5+ years of experience in customer service, inside sales, or order management in a B2B environment
• Strong customer focus with excellent written, verbal, and interpersonal communication skills
• Proven ability to manage complex transactions, prioritize multiple tasks, and meet deadlines
• Strong analytical and mathematical skills with solid business and financial understanding
• Experience working with ERP systems; SAP experience preferred
• Proficiency in Microsoft Teams, Outlook, Excel, Word, and PowerPoint.
• Proficiency with Sharepoint.
• Demonstrated professionalism, integrity, accountability, and ability to collaborate across teams and cultures

Heraeus is proud to be an employer that provides equal access to opportunities for all its employees. We provide fair and equal consideration to all qualified applicants, regardless of sex, gender identity, sexual orientation, race, color, religion, national origin, physical or mental disability, protected veteran status, age, or any other legally protected characteristic. A diverse and inclusive culture is at the heart of our Vision, Mission, and Values. We are dedicated to cultivating a workforce that reflects a broad spectrum of cultures, backgrounds, and perspectives.

We participate in E-Verify to confirm employment eligibility after hire. Learn more at www.e-verify.gov

Any further questions?

If you need any assistance or have questions, please contact [e-mail] or visit our website at jobs.heraeus.com.