Customer Service Specialist

Freudenberg; Plymouth (MI); On-site; USD 28,000 - 39,000; Full time

Job summary

Freudenberg in Plymouth, Michigan, seeks a motivated B2B customer service and order management professional to handle orders from receipt to delivery. You will monitor demand, manage inquiries, and collaborate with Sales, Production, and Logistics to meet commitments and drive a positive customer experience.

Applicants should have an associate degree and at least 1 year in similar roles, with familiarity in SAP/ERP and EDI processes.

Qualifications

• Associate degree in Business Administration, Supply Chain, or related field.
• At least 1 year of B2B customer service, order management, or logistics experience.
• Experience with SAP or ERP/order-management systems.
• Familiarity with EDI, customer portals, and ASNs is a plus.

Responsibilities

• Manage assigned B2B customer accounts from order receipt through delivery.
• Monitor demand, orders, backorders, past-due orders, product availability, and delivery commitments.
• Manage EDI transactions, customer portals, shipping requirements, and ASNs.
• Serve as primary contact for customer inquiries, delivery concerns, complaints, returns, credits, and debits.
• Partner with Sales, Production, Supply Chain, Procurement, Logistics, and Finance to align demand with capabilities.
• Track changing customer requirements and demand patterns, communicate priorities, protect on-time delivery.
• Identify recurring issues and support continuous improvement initiatives.

Skills

Customer service

Order management

Communication

Analytical skills

MS Excel

Education

Associate degree or equivalent in Business Administration / Supply Chain / Logistics

Tools

SAP

ERP system

EDI

Microsoft Excel

Job description

Working at Freudenberg: We will wow your world!

Responsibilities:

• Manage assigned B2B customer accounts from order receipt through delivery, ensuring orders, customer requirements, pricing, quantities, and requested dates are accurately maintained in SAP or the applicable ERP system.
• Monitor customer demand, open orders, backorders, past-due orders, product availability, and delivery commitments, proactively communicating changes and potential risks.
• Manage EDI transactions, customer portals, shipping requirements, and Advanced Shipping Notices (ASNs), resolving routine exceptions and maintaining accurate order and shipment data.
• Serve as a primary point of contact for customer inquiries, delivery concerns, complaints, claims, returns, credits, and debits, driving timely resolution and a positive customer experience.
• Partner closely with Sales, Production, Supply Chain, Procurement, Logistics, and Finance to align customer demand with production and delivery capabilities.
• Track changing customer requirements and demand patterns, communicate priorities across the organization, and help protect on-time delivery and customer service performance.
• Identify recurring customer or order-management issues and support continuous improvement initiatives that strengthen accuracy, responsiveness, efficiency, and the overall customer experience.

Qualifications:

• Associate degree in Business Administration, Supply Chain, Logistics, Marketing, Communications, or a related field, or equivalent relevant experience.
• At least 1 year of B2B customer service, order management, sales support, logistics coordination, supply chain, or related experience.
• Strong preference for experience within automotive, manufacturing, industrial, distribution, or another environment involving physical products and customer delivery requirements.
• Experience with SAP or another ERP/order-management system preferred, with the ability to quickly learn new systems, customer portals, and digital tools.
• Familiarity with EDI, customer demand schedules, backorders, ASNs, claims, returns, credits, debits, or similar order-to-delivery processes is preferred.
• Strong communication, organization, and problem-solving skills with the ability to manage competing priorities, resolve issues, and confidently communicate with customers and cross-functional teams.
• Strong digital and analytical aptitude, including Microsoft Excel and the ability to interpret order, demand, delivery, and customer-service data while adapting to evolving automation and AI-assisted tools.

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.

Freudenberg-NOK General Partnership