Customer Service Representative

Description

Summary (Job Description) 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.

Status: Full time

Hours: Monday – Friday, 8:00AM-5:00PM

[subject to a rotating on-call shift]

Duties & Tasks

• 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
• The CSR will be expected to go on-call during their assigned weeks throughout the year. Each CSR will also be assigned a holiday for the on-call rotation. While on-call, the CSR is responsible for any emergency orders/calls that come in afterhours or on the weekend/holiday.

The on-call schedule begins on a Friday, and the CSR will work 9a-6p. Monday through Thursday, the CSR will be scheduled from 8a-6p, and on the next Friday 8a-12p. The CSR will then hand off the emergency phone to the next CSR in the rotation and leave at noon. Their usual schedule will resume the following Monday, until their next on-call rotation.

Competencies (Knowledge, Skills & Abilities)

• Self-motivated and goal-oriented
• Ability to learn quickly and adapt accordingly.
• Strong attention to detail
• Ability to function as a team player within a diverse group and the capacity to work independently under minimal supervision.
• SAP a plus

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.
• HVAC/R technical skills a plus.

Work Environment

• This job is performed in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The overall business is a manufacturing environment and at times may have to go into the manufacturing area wear proper PPE is required.

Physical Demands

• While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; bend; stoop; use hands; and reach with hands and arms. May be required to lift up to 25 pounds.

Employee Benefits

• Medical Insurance (heavily subsidized by the Company)
• Dental Insurance
• Company paid Vision Insurance, $50,000 life insurance and 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)

Who We Are

Bitzer Us Inc. is a leading manufacturer of key components used in commercial and industrial refrigeration and air conditioning systems. These key components include compressors, pressure vessels such as condensers and evaporators, compressor packages, and condensing units. Other products include waste heat-to-power equipment that converts excess heat to low-cost electricity.

You partner with others to get work done while gaining insight into customers' needs and deliver solutions that exceed customer expectations. You create Raving Fans. You set objectives aligning with organization and prioritize accordingly.

Conveniently located in Flowery Branch, Georgia 5 minutes off I-985 The Company is wholly owned by Bitzer SE (located in Germany), the Company is a private company and serves as Bitzer SE’s flagship North American subsidiary. On a global basis, Bitzer SE has 3,900 employees at 72 sites in 38 countries, including 20 production facilities.

Other Information

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees are required to follow any job-related instructions and to perform job-related duties requested by management. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skills, and/or abilities required.

This Job Description does not imply an employment contract. BITZER US is an at-will employer.

BITZER US is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law.