Customer Service Representative

Working at Freudenberg: We will wow your world!

Responsibilities:

• Customer Inquiry Handling:
• Respond to customer inquiries via phone, email, or chat, providing accurate and timely information .
• Order Processing:
• Process customer orders accurately in the system, ensuring timely follow-up. Includes communicating with the customer to clarify product numbers, pricing, and shipping preferences
• Product/Service Information:
• Provide detailed information on products or services to assist customers in their purchasing decisions. . Specific knowledge of liquid membrane filtration markets and associated products is strongly preferred.
• Documentation & Record-Keeping:
• Maintain accurate records of customer interactions and transactions including updating notes with current and relevant information pertaining to order shipping.
• Escalation Support:
• Identify and escalate complex issues to the Customer Service director and Sales Managers for resolution.
• Customer Feedback Collection:
• Gather and record feedback from customers to support service improvement.
• Internal Communication:
• Coordinate with other departments to resolve customer issues as needed. clarify production and shipping timelines, and confirm policies as needed.
• Training Participation:
• Participate in team training sessions to enhance knowledge and service skills.
• System Proficiency:

• System Proficiency:
• U nderstand SAP order entry and be able to both follow process and suggest process improvements as needed.

• Quality Assurance Support:
• Ensure that customer service standards are met in all interactions, written, and verbal communications.

Qualifications:

• High school diploma or equivalent.
• 2+ years of experience in customer service or a related field.
• Basic proficiency in customer service software and CRM systems.
• Knowledge of company products or services

Based in Durham, NC, or able to travel to the Durham office approximately 10% of the time.

Skills/Strengths

Ability to think critically and be flexible in responding to changing circumstances

Desire to continuously improve processes and systems

Commitment to transparency, growth, and collaboration

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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 Residential Filtration Technologies Inc.