Customer Service Representative - Order Management Req

GEA Group, founded in Germany in 1881, is a global leader in engineering solutions, serving industries such as food and beverage, pharma, dairy, and more. With over 18,000 employees worldwide and a strong U.S. presence since 1929, GEA combines the heritage of a well-established company with the innovation of a forward-thinking industry leader. At GEA, we’re not just building equipment, we’re building lasting careers with an average employee tenure range from 5 to over 11+ years, reflecting the strong culture, growth opportunities, and support we provide.

• Start strong – Medical, dental, and vision coverage begins on your first day
• Recharge and refresh – Enjoy 12 paid holidays, including a flexible floating holiday, and 136 hours of PTO to relax or explore
• Invest in your future – A 7% 401(k) employer match helps grow your retirement savings faster
• Keep learning – Take advantage of tuition reimbursement to further your education or skillset
• Live well – Our wellness incentive program rewards healthy habits
• Get support when you need it – Access to a confidential Employee Assistance Program for personal or professional guidance
• Save smart – Flexible Health Savings and Spending Accounts to manage out-of-pocket expenses

GEA Group, located in Frisco, TX, is seeking a customer-focused and detail-oriented Customer Service Representative (Back Office Process) to support order management, customer communications, spare parts sales, and administrative functions in a fast-paced environment. This role is responsible for processing quotes and orders, managing returns and warranties, coordinating with internal teams, and ensuring an exceptional customer experience throughout the order lifecycle.

• Respond promptly and professionally to customer inquiries via phone, email, and customer portals.
• Manage incoming requests through shared inboxes and route inquiries to the appropriate teams.
• Provide order status updates, tracking information, and delivery confirmations.

• Create customer quotations and sales orders within CRM and SAP systems.
• Process orders, invoices, returns, and warranty claims accurately and efficiently.
• Maintain customer records and support customer portal administration.

• Support spare parts inquiries and order management.
• Monitor order fulfillment, backorders, and shipment tracking.
• Calculate freight charges and coordinate shipping requirements.
• Work with warehouses, factories, and logistics providers to support timely deliveries.

• Process Return Material Authorizations (RMAs) and warranty requests.
• Monitor open RMAs and communicate status updates to customers.

• Partner with Sales, Purchasing, Logistics, Accounting, Supply Chain, and Operations teams to resolve customer issues and support business objectives.
• Assist with special projects and other duties as assigned.

• High School Diploma, GED, or equivalent required. Associate's degree in Business preferred.
• 2+ years of customer service, sales support, or order management experience preferred.
• Proficiency in Microsoft Office (Outlook, Excel, Word, Teams) required.
• Experience with SAP, CRM systems, or similar ERP platforms preferred.
• Strong organizational, communication, and problem‑solving skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Strong customer‑service mindset with a sense of urgency and accountability.
• The typical base pay range for this position at the start of employment is expected to be between $23.11 - $28.83 per hour. GEA Group has different base pay ranges for different work locations within the United States.
• The…