Customer Service Manager

Working at Freudenberg: "We will wow your world!" This is our promise. As a global technology group, we not only make the world cleaner, healthier and more comfortable, but also offer our 52,000 employees a networked and diverse environment where everyone can thrive individually. Be surprised and experience your own wow moments.

Protecting people and the environment, and optimizing industrial processes - that is what drives us at Freudenberg Filtration Technologies. We serve our automotive, consumer goods and industrial customers with technically leading products, system solutions, services and consulting in air and liquid filtration. As part of the Freudenberg Group, strong corporate values guide us in our aspiration for innovation, efficiency and highest customer focus. With a dedicated team of around 3,500 colleagues, we generate an annual turnover of about 670 million euros.

Some of your Benefits

Health Insurance: Rely on comprehensive services whenever you need it.

401K Match: Save for retirement with the company's help.

Paid Holidays: With paid-time off, local holidays are all the way more relaxing.

Vacation: We offer time off to refresh and recharge.

Flexible Work Models: We allow for flexible work models to ensure both professional and personal success.

Durham, NC

Hybrid Work

Filters Now LLC

You support our team as

Customer Service Manager

Responsibilities

• Recruit and onboard entry-level customer service staff.
• Train new employees on company policies, procedures, and best practices.
• Schedule and manage staff workloads to optimize performance.
• Conduct timely and constructive performance evaluations.
• Address disciplinary actions and terminations in accordance with company policies.
• Lead a team of customer service representatives, ensuring adherence to quality service standards.
• Monitor and review customer interactions to maintain service excellence.
• Keep the team updated on changes to products and services.
• 1. Finished Goods & Raw Materials Management: Experience in managing both finished goods and raw materials within the consumer goods industry, focusing on ensuring the life cycle runs efficiently from production to delivery.
• 2. E-commerce Knowledge: Familiarity with e-commerce platforms (e.g., Amazon.com) and understanding of the impact on end-user interactions and point-of-sale.
• 3. ERP Experience: Knowledge of Enterprise Resource Planning (ERP) systems, especially for managing orders, inventory, and financial transactions.
• 4. Portfolio Management: Ability to manage a portfolio of products, ensuring effective pricing and overall lifecycle management.
• 5. EDI Knowledge: Expertise in Electronic Data Interchange (EDI) systems, specifically for handling orders, ASNs, and working with external vendors, business partners, and carriers.
• 6. Logistics Management: Experience with logistics, shipping, and managing relationships with carriers, such as ensuring timely pickup and resolving shipping issues.
• 7. Sales Team Management: Experience in managing and guiding a sales team to meet operational and sales targets.
• 8. Customer Service: Strong customer service skills, particularly in troubleshooting, resolving issues, and communicating with buyers, stores, and logistics teams.
• 9. Problem Solving & Troubleshooting: Ability to investigate issues, find solutions, and communicate effectively with stakeholders.
• 10. Shipping & Penalties Management: Knowledge of shipping processes and penalties for delays or incomplete orders, and strategies to minimize fines and improve on-time delivery.
  
  

Qualifications

• Strong management and supervisory capabilities.
• Excellent verbal and written communication skills.
• Comprehensive understanding of customer service principles and practices.
• Highly organized with attention to detail.
• Ability to effectively resolve customer issues while maintaining professionalism.
• Strong coaching and mentoring skills for team development.
• Proficiency in Microsoft Office Suite or similar software.
• Education and Experience:
• Bachelor’s degree preferred.
• Minimum of three years of customer service experience required.
• Previous supervisory experience preferred.
  
  

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.