Working at Freudenberg: We will wow your world!

Responsibilities:

• Leadership & Strategy: Develop and implement customer service strategies that align with company goals and enhance customer satisfaction.
• Retail Partner Management: Oversee customer service operations for retailer partners, ensuring timely and accurate order processing and issue resolution.
• Direct-to-Consumer Sales: Manage customer service for our website business, providing exceptional support to direct consumers.
• Order Entry & Invoicing: Ensure accurate and efficient order entry and invoicing processes.
• Team Management: Lead, mentor, and develop a team of 5-7 customer service representatives.
• EDI Management: Utilize EDI systems to streamline order processing and communication with retail partners.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to drive continuous improvement in customer service operations.
• Cross-Functional Collaboration: Work closely with sales, marketing, supply chain and operations teams to ensure a cohesive approach to customer service.
• Identify and address gaps in internal processes that impact the customer experience.

Qualifications:

• Bachelor’s degree in business administration, Management, or a related field.
• Minimum of 5 years of experience in customer service, with at least 3 years in a leadership role.
• Proven experience in managing customer service for a consumer product.
• Knowledge ‘big box’ Operations: Familiarity with how major retail operations (e.g., Home Depot, Lowes, Walmart) work with suppliers and logistics, especially related to shipping and pickup issues.

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.

Freudenberg Residential Filtration Technologies Inc.