Customer Service Rep

Schleich USA inc.•Charlotte, NC

8d•Hybrid

About The Position

This role is based on-site in our Charlotte, NC office with 2 days per week work-from-home flexibility. We are looking for someone who thrives in a fast-paced environment, demonstrates a strong drive for results, and takes pride in delivering accurate, high-quality work. The ideal candidate is highly accountable, responsive to feedback, and comfortable working in an environment with frequent communication, follow-up, and attention to detail. They are able to effectively manage multiple priorities while maintaining exceptional accuracy and customer focus. This role is on-site with some work-from-home flexibility; 3 days in office and 2 days work from home.

Requirements

High school diploma and 3+ years of proven customer support experience
3+ years' recent experience using SAP, sales and distribution modules, master data & reporting
Proficiency in MS Office applications, especially Excel (lookups, pivot tables, etc.)
Strong problem-solving skills and attention to detail
Excellent written and verbal communication
Customer-focused approach and active listening
Ability to multi-task, prioritize, and manage time effectively

Nice To Haves

EDI knowledge is a plus

Responsibilities

Process customer orders accurately using SAP
Manage the full order lifecycle from order entry through delivery
Respond to customer inquiries regarding order status, product availability, pricing, shipping, and returns and any other customer-related issues
Process returns, credits, debit memos, and customer adjustments
Coordinate with sales, logistics, and accounting teams to resolve customer issues
Research issues and provide accurate and complete information to all stakeholders: customers, sales agents, sales and marketing teams
Maintain a high level of customer satisfaction through timely follow-up and issue resolution
Maintain a professional, positive, and customer-focused attitude at all times
Create, maintain, and update customer master data in SAP.
Generate SAP reports and provide data analysis to internal stakeholders
Monitor order processing activities and resolve system-related discrepancies
Ensure data accuracy and compliance with company procedures