Customer Service Rep

Customer Service Representative

The Customer Service Representative is responsible for supporting assigned customers and the Sales organization by managing inside sales and customer service activities across the full order to cash process. This role serves as a primary point of contact for customer communications, providing quotation support, order management, pricing coordination, and issue resolution while maintaining accurate data in SAP and CRM systems. The position works closely with cross functional teamsincluding Sales, Production, Shipping, Logistics, and Planningto ensure timely fulfillment, high service quality, and strong customer relationships.

Essential Duties and Responsibilities:

• Manage assigned customer accounts through the full order to cash process, serving as the primary point of contact for inside sales and customer service activities. Responsibilities include preparing and following up on quotations, reviewing purchase orders for alignment with quoted terms, maintaining accurate order and master data in SAP and CRM systems, and coordinating fulfillment, billing support, and claims handling to ensure timely and accurate customer service.
• Maintain required pricing data, including intercompany or cross company pricing where applicable, and support customer specific commercial arrangements in accordance with established guidelines.
• Coordinate customer requirements with suppliers, internal production teams, and logistics partners to support accurate order execution and fulfillment.
• Track and monitor customer orders to support on time delivery, working closely with warehouse, logistics, and planning teams in accordance with standard operating procedures.
• Issue return authorizations for defective or damaged products and document related customer complaints, inquiries, and resolutions in SAP and CRM systems, ensuring timely communication, follow through, and coordination with relevant departments.
• Refer technical, manufacturing, or R&D related inquiries to Sales Managers, Sales Engineers, or Product/Application teams as appropriate, maintaining visibility on progress and outcomes.
• Perform basic customer, product, and sales analysis using BI tools, Excel, and reporting systems to support business reviews and informed decision making.
• Maintain proactive communication with Sales and Management regarding critical customer issues, risks, or service impacts.
• Deliver a consistently high standard of service by prioritizing customer needs and acting as a collaborative business partner across functions.
• Adhere to the Heraeus Code of Conduct and all applicable company policies, including guidelines related to procurement integrity, anti bribery, and the prevention of financial or regulatory misconduct.

Qualifications:

• Demonstrate strong emotional intelligence, professionalism, and integrity, with a consistent, positive approach and commitment to reliability, accountability, and attention to detail.
• Exhibit a strong customer focused mindset, taking ownership of issues and working collaboratively to resolve challenges while delivering high quality service.
• Communicate effectively and proactively, both verbally and in writing, with the ability to present information clearly and build productive relationships across all levels of the organization.
• Apply critical thinking, analytical skills, and sound business judgment to assess situations, interpret data, and support informed decision making.
• Work effectively in a cross functional and matrix environment, including collaboration with international colleagues, customers, and partners.
• Demonstrate strong organizational skills and self direction, effectively managing priorities, meeting deadlines, and adapting to changing business needs.
• Uphold Heraeus values, including a commitment to Safety, People First, Quality, Continuous Improvement, and Diversity, Equity, and Inclusion.
• Exhibit a strong work ethic and engagement, maintaining energy, flexibility, and resilience, particularly during periods of high workload or change.
• Support knowledge sharing and continuous learning by contributing expertise, sharing information appropriately, and supporting team development as applicable.
• Demonstrate strong presentation, interpersonal, and collaboration skills, with the ability to interact confidently with internal and external stakeholders.
• Willingness to travel up to 5%, as required.

Education and/or Experience: Bachelor's degree or equivalent combination of education and experience. 3 - 5 years of experience in inside sales, customer service, order management, supply chain, or commercial operations in a manufacturing or B2B environment preferred. ERP experience (SAP Sales & Distribution module highly preferred), along with strong Microsoft Excel skills. Experience working with cross functional and international teams a plus. Demonstrated integrity, professionalism, initiative, and ability to meet deadlines.