Customer Service Representative

Company Description FOCKE & CO UNITED STATES, founded in 1988 as FOCKE & CO., INC, focuses on providing after-sales service and technical support across the Americas. The company specializes in advanced machinery packaging solutions for the tobacco, snacks, and hygiene industries. As part of a global organization with headquarters in Northern Germany since 1955, FOCKE & CO combines longstanding engineering expertise with a customer-focused approach.

Team members work closely with international colleagues and clients, contributing to reliable packaging performance and ongoing service quality.

• Respond to customer emails and phone calls in a professional and timely manner.
• Prepare and process customer quotations, sales orders, and invoices accurately and efficiently.
• Assist customers with quote requests, order status updates, invoice inquiries, and general account support.
• Maintain accurate customer account information, order history, project records, and kit information within the ERP system.
• Proactively communicate with customers regarding part availability, shipment status, past-due reports, and invoices over 90 days past due.
• Collaborate with internal departments to ensure customer requirements and order commitments are met.
• Process repair orders and related documentation as needed.
• Assist with reviewing availability, processing internal purchase orders, and inventory control as needed.
• Perform other duties as assigned by Management.

Qualifications and Skills

• High School Diploma or GED equivalent required.
• Minimum of two (2) years of customer service, order processing and office experience.
• Experience with quotations, order processing, invoicing, and customer account support required.
• Proficient in Microsoft Office applications, including Outlook, Word, and Excel.
• Working with ERP systems; SAP experience preferred.
• Strong attention to detail with a high level of accuracy in data entry and documentation.
• Excellent problem-solving, organizational, and time management skills.
• Strong sense of professionalism and customer focus.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.