Customer Service – Key Accounts

The Key Accounts position serves as a central support resource for BITZER’s Regional Sales Managers and high-priority customer accounts. This role functions as a direct point of contact for customers, handling inquiries, processing orders, and coordinating responses across internal departments. It also includes account-specific pricing coordination, sales analysis, and order fulfillment responsibilities, along with customer-facing support. The team member must be able to work independently, manage detailed administrative processes, and ensure timely communication with both internal and external stakeholders.

The team member must also ensure timely and accurate handling of customer needs while maintaining internal coordination with Sales, Engineering, Purchasing, and Logistics.

Reports To: OEM Customer Service Supervisor

Status:
Full time

• Manage, enter, and receive purchase orders to BITZER US and BITZER Scroll on behalf of key accounts.
• Serve as a primary customer service contact for key HVAC accounts, addressing inquiries and order
• Submit sales quotes and maintain pricing for strategic and affiliate customers (e.g., Electratherm).
• Provide post-sale support, including shipment tracking, returns, and credit coordination
• Support additional administrative or customer-related tasks as directed by Senior Product Manager.

The on-call schedule begins on a Friday, and the CSR will work 9a-6p. Monday through Thursday, the CSR will be scheduled from 8a-6p, and on the next Friday 8a-12p. The CSR will then hand off the emergency phone to the next CSR in the rotation and leave ir usual schedule will resume the following Monday, until their next on-call rotation.

• Demonstrates professionalism and responsiveness when handling customer inquiries and issues.
• Strong verbal and written communication skills for clear, professional customer and interdepartmental interactions.
• Skilled in using ERP systems (Macola preferred) and Excel for order tracking and reporting.
• Accurately processes transactions and maintains precise customer records.
• Effectively identify solutions to shipping, product, or order fulfillment issues.
• Works closely with Sales, Engineering, and Logistics teams to ensure customer satisfaction.

• Education:
  
  High School Diploma or GED required; associate or bachelor's degree in business, Supply Chain, or related field preferred.
• Experience:
  
  2+ years in customer service, inside sales, or order fulfillment, preferably in the HVAC or manufacturing industry.
• Knowledge:
  Familiarity with HVAC components, order processing, and shipping/logistics procedures.
• Preferred:
  Experience with international documentation, Macola ERP system, and coordinating with multiple departments.

This job is performed in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Overall business is a manufacturing environment and at times may have to go into the manufacturing area wear proper PPE is required when entering the factory.

• While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; bend; stoop; use hands; and reach with hands and arms. May be required to lift up to 25 pounds.

• Medical Insurance (heavily subsidized by the Company)
• Company paid Vision Insurance, $50,000 life insurance and Short and Long-Term Disability
• 2 Weeks Paid Vacation and 5 Paid Personal Days
• Education Reimbursement (must be approved by manager)
• 401(k) Plan where it matches dollar-for-dollar up to 4% of compensation; 100% vested immediately
• Company Long Term Incentive Plan based on the profitability of the Company; 100% vested after 6 years on a graded scale)

Bitzer Us Inc. is a leading manufacturer of key components used in commercial and industrial refrigeration and air conditioning systems. These key components include compressors, pressure vessels such as condensers and evaporators, compressor packages, and condensing units. Other products include waste heat-to-power…