Customer Service Representative

About the role

Freudenberg Filtration Technologies, part of the global Freudenberg Group, serves automotive, consumer goods, and industrial customers with technically leading products, system solutions, services, and consulting in air and liquid filtration. With around 3,500 colleagues and an annual turnover of about 670 million euros, the company is driven by protecting people and the environment and optimizing industrial processes. The position is based on-site in Durham, NC at Freudenberg Residential Filtration Technologies Inc.

Responsibilities

• Respond to customer inquiries via phone, email, or chat, providing accurate and timely information.
• Process customer orders accurately in the system, ensuring timely follow-up; communicate with customers to clarify product numbers, pricing, and shipping preferences.
• Provide detailed product or service information to assist customers in purchasing decisions; specific knowledge of liquid membrane filtration markets and associated products is strongly preferred.
• Maintain accurate records of customer interactions and transactions, updating notes with current and relevant information pertaining to order shipping.
• Identify and escalate complex issues to the Customer Service director and Sales Managers for resolution.
• Gather and record customer feedback to support service improvement.
• Coordinate with other departments to resolve customer issues as needed; clarify production and shipping timelines and confirm policies as needed.
• Participate in team training sessions to enhance knowledge and service skills.
• Understand SAP order entry, follow processes, and suggest process improvements as needed.
• Ensure customer service standards are met in all 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

• 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.

Benefits

• 401K Match: Save for retirement with the company's help.
• Vacation: Time off to refresh and recharge.
• Health Insurance: Comprehensive services available when needed.
• Sustainability & Social Commitment: Support for social and sustainable projects and encouragement of employee involvement.
• Health Management: Support to stay and become healthy and fit.