Customer Service Representative

Bitzer US Inc • Flowery Branch, GA

10h • Onsite

About The Position

The Customer Service Representative is responsible for supporting the customer service, sales, all customer product returns and order entry functions of Bitzer. The ideal candidate must be effective and efficient at processing all customer requests with minimal supervision and within Bitzer’s guidelines. This is a full-time position with standard hours of Monday – Friday, 8:00 AM - 5:00 PM, subject to a rotating on-call shift. The role involves coordinating customer service activities, processing quotes and orders accurately in ERP and CRM systems, understanding customer needs for product configurations, and collaborating with internal departments like Engineering, Manufacturing, and Purchasing to meet delivery deadlines and quality expectations. The representative will oversee order status from entry to delivery, research customer histories, and may handle freight quotes and logistics. A significant part of the role includes managing the entire Return Material Authorization (RMA) process, from open to close, ensuring accurate processing and entry into ERP and CRM systems, assisting with returns and credits, arranging product returns, and overseeing RMA status through inspection and credit. This also involves distributing inspection reports, performing ad hoc RMA reporting, following up with customers on non-returns, and issuing credit memos. During on-call weeks, the CSR is responsible for emergency orders and calls outside of regular business hours, including weekends and holidays, with specific extended hours during the on-call rotation period.

Requirements

• Strong account management and problem-solving skills
• Familiarity with CRM systems and workflow concepts
• Must be able to handle a high volume of emails and calls simultaneously.
• Ability to multi-task in a fast-paced environment and meet deadlines with frequent interruptions.
• Excellent written and verbal communication skills with the ability to interact well with people.
• Computer experience with Windows and MS Office tools such as Word, Excel and Outlook.
• General understanding of order entry and B2B sales processes.

Nice To Haves

• SAP a plus
• HVAC/R technical skills a plus

Responsibilities

• Coordinate all Customer Service activities associated with assigned market or product line.
• Ensure quotes and orders are promptly processed, as well as accurately conveyed and entered both the company ERP and CRM systems.
• Understand customer needs and requirements to assist with product configurations and selections.
• Work closely with Engineering, Manufacturing and Purchasing to ensure customer orders meet associated delivery deadlines and quality expectations.
• Communicate with internal departments such as Operations, Technical Support, Quality, Sales, Accounts Receivable, and Engineering as required.
• Oversee the status of assigned orders from entry through production and delivery.
• Research purchase and account histories.
• May handle freight quotes and logistical issues.
• Coordinate order fulfillment through remote locations as needed.
• Handle the entire process of Return Material Authorization Request from customers for all product lines and all communication from the point the RMA is “open” until it is “closed”.
• Ensure RMAs are promptly processed, as well as accurately conveyed and entered both the company ERP and CRM systems.
• Understand customer needs and requirements to assist with return and credit process
• Arrange return of shipment of products
• Communicating with internal departments such as Operations, Customer Service / Technical Support, Quality, Sales, Accounts Receivable, and Engineering as required
• Oversee the status of assigned RMAs from entry through product return, inspection and credit
• Research purchase and failure histories
• Distribute inspection reports and RMA dispositions to RSM’s and customers
• Ad Hoc RMA Reporting and Analysis.
• Following up with Customers on non-returns
• Issuing credit memos.
• Go on-call during assigned weeks throughout the year, including assigned holidays, to handle emergency orders/calls afterhours or on the weekend/holiday.

Benefits

• Medical Insurance (heavily subsidized by the Company)
• Dental Insurance
• Company paid Vision Insurance
• $50,000 life insurance
• Short and Long-Term Disability
• PTO
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees