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.

Qualifications 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