Customer Service Representative

**Position Overview** Hettich America is seeking an experienced **Customer Service Representative** to provide exceptional support to our customer base. This fully remote position is part of a self\-organized team and plays a key role in driving customer satisfaction through timely communication, order processing, and proactive issue resolution. **Key Responsibilities** * **Customer Engagement:** Provide timely, professional support via phone, email, or fax regarding order status, product inquiries, pricing, and general assistance to ensure a positive customer experience. * **Order Management:** Assist in driving revenue growth by overseeing accurate entry of customer orders through the third\-party team. Confirm orders with customers, communicate availability, lead times, or delays, monitor fulfillment and shipments, coordinate with shipping on freight claims, and resolve delivery issues promptly * **Issue Resolution:** Process customer returns (RGAs), handle complaints, and issue credits in a way that reflects our commitment to quality service. * **Account Accuracy:** Maintain up\-to\-date customer account information, including shipping instructions and contact details. * **Sales Support:** Collaborate closely with the Outside Sales Team to deliver excellent service and strengthen customer relationships. * **Internal Collaboration:** Work cross\-functionally with multiple departments, including Shipping, Finance, Product Management, and Sales, to ensure accurate information, efficient processes, and seamless experience for customers. **What You Bring** * 3\+ years of customer service experience required, preferably in a B2B, manufacturing, distribution, or industrial environment. * Proven ability to manage customer relationships, resolve complex issues, and maintain a high level of customer satisfaction. * Strong written and verbal communication skills with a proactive, solutions\-oriented mindset. * Experience with order processing, account management, and customer support systems. * Proficiency in Microsoft Office applications, including Outlook and Excel. * Self\-motivated and organized with the ability to work independently in a remote environment. * Ability to prioritize multiple customer requests while maintaining accuracy and responsiveness. * Ability and willingness to travel overnight as needed for company meetings, training, and team events. **Preferred Qualifications** * Associate’s degree or higher * Familiarity with ERP or CRM systems (e.g., SAP, Salesforce) * Experience supporting customers in a manufacturing, wholesale, or distribution environment