Working at Freudenberg: We will wow your world!

Responsibilities:

• Handles incoming customer calls promptly, with extreme professionalism and patience.

• Responds to incoming e-mail orders daily for all customer types.

• Answers question and resolve shipment/delivery issues and discrepancies.

• Accurate data entry of sales order and customer information in applicable Freudenberg Medical software programs; QA return, shipment return and credit hold information via e-mail to appropriate parties. 

• Processes and confirms all orders for Freudenberg Medical while maintaining customer files.

• Provide Return Material Authorization (RMA) numbers to customers requesting permission to return products, explaining return packaging requirements, restocking fees if applicable with approval from Supply Chain Manager.

• Administrates overall processing, documentation and confirmation of all incoming orders in accordance with SOP procedures.  Direct customer interface by phone and email for order entry, confirmation, inquiry, tracking and error correction.

• Coordinates and follows up with customers and Shipping as required ensuring product is documented and delivered per customer instruction and timing expectation.

• Creates initial documentation and routing of customer return requests in accordance with SOP’s.  Coordinates cross-functionally to achieve RMA disposition and ensures response is delivered to customer timely and accurately.  Processing of authorized credit memos or re-work shipments.

• Works cross-functionally to complete and return of all customer-requested documentation, including material/product property representation letters, facility and company compliance documents/certificates, business survey forms, supplier qualification forms, Product Certificates.

• Coordination with production and materials management for regular updates and corresponding customer notification.  Responsible for active cross-functional follow-up of orders on hold for timely resolution.

• Responsible for preparation, documentation and organization of Customer Records, order history and Maintenance and Archives.

• Entry and updating of customer Master Records and related informational fields in QAD system.

Qualifications:

• Business Administration, Industrial Engineering Bachelor or similar.

• Minimum 5 years in a Customer Service or Client Relations capacity.

• Minimum 3 years experience servicing customers in the medical manufacturing or similar technical field. Specific medical device manufacturing experience is highly desirable.

• Minimum 2 years experience working in an environment requiring the utilization of strong Conflict & Resolution skills.

• Knowledge of general business concepts/processes in a regulated and technical industry.

• Proficient in Microsoft office suite, including Excel and Word.

• Advanced spoken and written English level as a second language. B2/C1 level is a Must.

• Experience with CRM software packages, such as Sales Force or similar highly desired.

• Experience with SAP ERP System is required.

• Must be extremely reliable and dependable.

• Exceptional phone and customer service skills.

• Strong verbal, written and interpersonal skills to effectively work in a team environment

• Ability to manage multiple tasks, relate well to customers and resolve problems with minimum supervision.

• Detail orientation; strong organizational skills and bias for action.

• Involves sitting, standing and/or walking, with frequent ability to exert up to 5 pounds of force to move subjects and occasionally exert up to 20 pounds of force to move objects.

• Fingering, ability to pick, pushes or presses with fingertips.

• Grasping, ability to apply pressure to an object with fingers and palm of hand.

• Talking, ability to express or change information by means of the spoken word.

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 Medical srl.