Job Description

Working at Freudenberg: We will wow your world!

Responsibilities:

Advanced Customer Inquiry Handling:
Address more complex customer inquiries, providing detailed information and solutions.
Order Management:
Oversee order management, ensuring timely fulfillment and resolving issues with orders.
Product Knowledge & Support:
Provide expert information on products and services to support customer needs and resolve issues.
Customer Relationship Management:
Build and maintain positive relationships with customers, ensuring long-term satisfaction.
Escalation Management:
Handle escalated issues and coordinate with the Customer Service Supervisor for further assistance if needed.
Feedback Analysis:
Collect and analyze customer feedback to improve service and product offerings.
Training & Mentoring:
Assist in training new team members on customer service processes and best practices.
Internal Collaboration:
Work closely with other departments to ensure customer needs are met effectively.
System Updates & Documentation:
Maintain up-to-date records in CRM and ensure data accuracy.
Continuous Improvement Support:
Identify areas for improvement in processes and service standards, providing input to supervisors.

Qualifications:

Associate’s degree or equivalent experience.
2+ years of experience in customer service or a related field.
Proficiency in CRM systems and customer service software.
In-depth knowledge of product and service offerings.

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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 Nao-Tecidos Ltda.