About the role
Working at Freudenberg: We will wow your world!
Responsibilities:
- Deliver Customer Experience Support: Serve as a primary contact for customer inquiries, requests, and issue resolution. Provide accurate, timely, and professional support while ensuring customer needs are addressed in alignment with company standards and service expectations.
- Support Proactive Customer Engagement: Assist with customer onboarding, follow-up activities, service check-ins, and adoption support. Identify opportunities to improve responsiveness, reduce customer friction, and strengthen long-term customer relationships.
- Resolve and Escalate Customer Issues: Investigate service concerns, recurring order issues, delivery questions, documentation needs, and other customer-related matters. Coordinate with internal teams to resolve issues and escalate risks or unresolved concerns to the Customer Experience Manager as appropriate.
- Contribute to Customer Retention and Account Health: Monitor customer feedback, service trends, CRM activity, order behavior, and issue patterns to help identify retention risks or opportunities to improve the customer experience. Support corrective actions and service recovery efforts that protect customer relationships.
- Support Process Improvement: Identify recurring service gaps, inefficiencies, and customer pain points. Recommend practical improvements, assist with implementation of approved changes, and help maintain consistent local practices aligned with company standards.
- Maintain Data Quality and Performance Visibility: Accurately document customer interactions, follow-up actions, issue status, and relevant account information in CRM and customer service systems. Support reporting on key performance indicators and use data to inform daily priorities and service improvements.
Qualifications:
- Bachelor's degree in Business, Communications, Customer Service, or a related field preferred; equivalent experience may be considered.
- 5-7 years of experience in customer service, customer experience, customer success, sales support, or a related customer-facing role.
- Demonstrated ability to resolve customer issues, manage follow-up actions, and communicate effectively with internal and external stakeholders.
- Experience using CRM, ERP, customer service, or case management systems.
- Strong organizational skills with the ability to manage multiple priorities, deadlines, and customer requests.
- Strong analytical and problem-solving abilities with attention to detail and data accuracy.
- Ability to travel as needed for customer visits, training, or internal meetings.
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.
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