Customer Service Specialist

Freudenberg Management (Shanghai) Co. Ltd.; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

Freudenberg Group seeks a details-driven professional to manage B2B customer accounts from order receipt to delivery in the United States. You will monitor demand, open orders, and delivery commitments, while handling EDI, customer portals, and ASNs to ensure accurate data and timely shipments.

The role emphasizes collaboration with Sales, Production, and Finance, resolving issues, and maintaining strong customer satisfaction through data-driven problem solving and proactive communication.

Qualifications

• Associate degree or equivalent experience in business, supply chain, or logistics.
• 1+ year in B2B customer service, order management, or logistics coordination.
• Experience with SAP or ERP/order-management systems preferred.

Responsibilities

• Manage B2B accounts from order receipt to delivery, updating SAP/ERP with requirements, pricing, and dates.
• Monitor orders, demand, backorders, and delivery commitments; communicate changes and risks.
• Handle EDI, portals, shipping, and ASNs; resolve routine data issues.
• Serve as main contact for inquiries, complaints, returns, credits, and debits to ensure satisfaction.
• Collaborate with Sales, Production, Supply Chain, Procurement, Logistics, and Finance.
• Track demand patterns and priorities to protect on-time delivery and service.
• Identify recurring issues and support improvements in accuracy and responsiveness.

Skills

Customer Service

Order Management

ERP Systems

Excel

Cross-functional Collaboration

Communication Skills

Education

Associate degree in Business Administration or related field

Tools

SAP

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