Customer Service Representative

KHS USA INC • Waukesha, WI

4h

About The Position

The Customer Service Representative is the first point of contact for KHS customers seeking to purchase spare parts for KHS filling and packaging products. The role handles customer inquiries, quotes, parts orders, order tracking, warranty claims, and customer account information using SAP Cloud CRM and SAP ERP systems. It collaborates with Production Control, Purchasing, and Accounting to coordinate scheduling, pricing, and payment-related matters. The team participates in a rotating 24/7 on-call schedule for non-business hours support.

Requirements

• Associate degree or equivalent from a two-year college or technical school.
• Five years of experience in customer service or parts sales for mechanical equipment, or an equivalent combination of education and experience.

Responsibilities

• Receive customer inquiries and orders by phone and email, and enter them into SAP Cloud CRM.
• Process customer quotes in the ERP system, coordinating with Production Control and Purchasing on scheduling and pricing.
• Process and confirm customer parts orders, verifying credit terms and credit status at the time of order.
• Coordinate with Accounting when orders have payment terms other than Net 30.
• Log after-hours calls in SAP Cloud CRM as needed for After Sales profitability.
• Manage and track order status for an assigned customer portfolio, following up with customers through delivery.
• Maintain electronic filing of order documents in SAP Cloud CRM.
• Participate in a rotating weekly schedule of 24/7 on-call, non-business-hours support.
• Process warranty claims and applicable credit memos.
• Proactively contact customers within the assigned region.
• Maintain customer information in SAP ERP, including contacts, payment terms, incoterms, and shipping information.

Benefits

• Medical, dental, and vision insurance offered after 30 days of employment.
• Educational reimbursement program.
• On-call premium of two hours of overtime per customer call while participating in the 24/7 on-call program.
• Company-sponsored life and disability insurance.
• Paid time off.
• Ten paid holidays per year.
• 401(k) with company match.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree