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 Bring3+ 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