Industrial Customer Success Associate

American Air Filter International; Columbus (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

AAF International is seeking a dedicated Customer Service professional to exceed customer expectations by leveraging product knowledge and cross-functional collaboration with Sales, AR, and Operations.

You will manage quotes, order entries, invoices, inquiries, and credit processes while maintaining accurate records in SAP and other systems, ensuring timely delivery and customer satisfaction.

Qualifications

• 5+ years of customer service experience, preferably in manufacturing.
• Strong MS Office skills (Word, Excel, PowerPoint, Outlook).
• Experience in SAP or ERP systems is beneficial.
• Industrial/manufacturing knowledge is preferred.
• Excellent communication and problem-solving skills.

Responsibilities

• Collaborate with customer, direct sales team, and other departments to provide information about products and services, quotes, order entry including will calls, order confirmations, invoice copies, customer complaints, and order status/maintenance.
• Receives, investigates, and responds to customer inquiries while prioritizing urgent matters.
• Maintain knowledge on lead times, product information, pricing, shipping schedules and other information to accurately and efficiently.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SAP and PC software systems.
• New Customer Set-up in SAP including working with the credit and collections department to process credit application.
• Maintain knowledge on company products and processes.
• Customer Master File Maintenance including updating contact information, sold-to, ship-to, shipping terms, pricing, and customer specific text requirements.
• Assists Credit department with invoice disputes and billing error resolutions.
• Provide freight estimates as required to ensure customer satisfaction; work with Operations on delivery/freight estimates as required to ensure accuracy.
• Performs other duties as assigned.

Skills

Customer service

Communication

Manufacturing knowledge

Microsoft Office

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

SAP

Job description

AAF International is seeking a dedicated Customer Service professional to exceed customer expectations by leveraging product knowledge and cross-functional collaboration with Sales, AR, and Operations.

You will manage quotes, order entries, invoices, inquiries, and credit processes while maintaining accurate records in SAP and other systems, ensuring timely delivery and customer satisfaction.