Customer Service Rep

Job Description

Job Description

This role is based on-site in our Charlotte, NC office with 2 days per week work-from-home flexibility .

Are you a quick learner and tenacious problem-solver with an eye for detail? Do you have 3+ years of customer service experience, including working with SAP and MS Excel? If so, we'd love to speak with you about a  Customer Service Representative role at Schleich USA, Inc., the Americas headquarters of a beloved German toy brand.

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. It is also a requirement of the role to have 3 years of direct experience working with SAP and be proficient with MS Excel.

Our extremely competitive offering currently includes a casual fun work environment, 6+ weeks paid time off, FREE medical/dental/vision insurance for you and all dependents , unlimited online professional training, a casual and fun office environment, along with many other offerings like 401k, life and AD&D insurance, tuition reimbursement, etc. Not to mention the fact that you’ll be working for an international toy company, loved by kids and adults alike for over 90 years! 

This role is on-site with some work-from-home flexibility ; 3 days in office and 2 days work from home.

Key Responsibilities

Customer Service & Order Management

• 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

 

SAP & Data Management

• 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

Experience and Other Requirements 

• High school diploma and 3+ years of proven customer support experience 
• 3+ years' recent experience using SAP is required (sales and distribution modules, master data, & reporting) 
• Proficiency in MS Office applications, especially Excel is required (lookups, pivot tables, etc.) 
• EDI knowledge is a plus
• 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

Schleich is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Typically 8am-5pm Mon-Fri (3 days in office and 2 days work from home)