Remote B2B Customer Success Specialist

Hettich America Lp; Buford (GA); Remote; USD 42,000 - 64,000; Full time

Job summary

Hettich America Lp is hiring an experienced Customer Service Representative. This fully remote role supports our customer base with timely communication, order processing, and proactive issue resolution.

You will engage customers, manage orders with the third-party team, handle returns and credits, and keep account information accurate. You will collaborate with Outside Sales and cross-functional teams (Shipping, Finance, Product Management, and Sales) to ensure a seamless customer experience

Qualifications

• 3+ years in customer service, preferably B2B manufacturing or distribution.
• Proven ability to manage relationships, resolve issues, and maintain satisfaction.
• Strong written and verbal communication with a proactive, solutions mindset.
• Experience with order processing, account management, and support systems.
• MS Office proficiency, especially Outlook and Excel.
• Self-motivated, organized, able to work independently remotely.
• Ability to prioritize multiple requests with accuracy and responsiveness.
• Willingness to travel overnight for meetings and trainings.

Responsibilities

• Provide timely, professional support via phone, email, or fax regarding order status, product inquiries, pricing, and general assistance to ensure a positive customer experience.
• Oversee accurate entry of customer orders and confirm with customers, communicate availability, lead times, or delays, monitor fulfillment and shipments, coordinate with shipping on freight claims, and resolve delivery issues promptly.
• Process customer returns (RGAs), handle complaints, and issue credits reflecting our commitment to quality service.
• Maintain up-to-date customer account information, including shipping instructions and contact details.
• Collaborate with Outside Sales to deliver excellent service and strengthen customer relationships.
• Cross-functionally work with Shipping, Finance, Product Management, and Sales to ensure accurate information and efficient processes.

Skills

Customer service

B2B experience

Communication skills

Microsoft Office

Education

Associate’s degree or higher

Tools

SAP

Salesforce

CRM systems

Excel

Job description

Hettich America Lp is hiring an experienced Customer Service Representative. This fully remote role supports our customer base with timely communication, order processing, and proactive issue resolution.

You will engage customers, manage orders with the third-party team, handle returns and credits, and keep account information accurate. You will collaborate with Outside Sales and cross-functional teams (Shipping, Finance, Product Management, and Sales) to ensure a seamless customer experience