Job Title: Senior Customer Support Representative (SAP) #3772

Job Location: 4307 Emperor Blvd #125, Durham, NC 27703

Pay Rate: $65-70k annually

Work schedule - MSE is open to candidates who prefer to work 32 hrs per week or 4 - 9 hour days. Hybrid schedule is 1 day remote and 4 days in office or 1 day remote and 3 days in office for 32 hrs/wk. schedule.

About the client:

• Hengst Filtration is a global OEM and leader in filtration solutions, dedicated to providing high-quality products and services to both OEs (Original Equipment manufacturers) as well as the Automotive Aftermarket sectors.
• With a commitment to innovation and sustainable solutions, we have earned a strong reputation in the industry for reliability, performance, and customer satisfaction.

Position Overview:

• We are seeking an experienced and knowledgeable Senior Customer Support Representative with SAP experience to join our team.
• The ideal candidate will have a proven track record in customer service, strong SAP proficiency, and excellent communication skills.

Key Responsibilities:

• Serve as a senior point of contact for customers, providing expert assistance, information, and support related to Hengst Filtration products and services.
• Utilize SAP software to process orders, invoice, returns, claims, and exchanges accurately and efficiently, ensuring that customer needs are met, and transactions are completed in accordance with company policies and procedures.
• Respond to complex customer inquiries and escalations via phone, email, and live chat in a timely and professional manner, addressing technical questions, concerns, and requests for assistance.
• Collaborate closely with internal teams, including sales, finance, logistics, and technical support, to resolve complex customer issues and ensure a seamless customer experience.
• Provide guidance and support to junior customer support representatives, including training on SAP processes and best practices for customer service.
• Maintain accurate records of customer interactions and transactions in SAP, including updating customer accounts, tracking orders, and documenting customer feedback.
• Proactively identify opportunities to improve the customer experience, streamline processes, and enhance customer satisfaction, leveraging SAP capabilities where applicable.
• Stay informed about Hengst Filtration products, services, and promotions, and effectively communicate relevant information to customers and internal stakeholders.

Qualifications:

• High school diploma or equivalent; associate/s or bachelor's degree preferred.
• Minimum of 5 years of experience in customer service or a related field, with demonstrated proficiency in SAP software.
• Strong technical skills and experience working with SAP modules relevant to customer service, such as Sales and Distribution (SD) and Customer Relationship Management (CRM) as we as EDI experience is a plus.
• Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical audiences.
• Strong problem-solving skills and ability to handle complex customer inquiries and escalations with professionalism and efficiency.
• Comprehensive knowledge of deliveries and shipments, particularly regarding intercoms and basic processes, requirements, and documentation for both national and international shipments.
• Proficiency in Microsoft Office Suite and other relevant software applications.
• Ability to work effectively both independently and as part of a team, with a positive attitude and strong work ethic.
• Prior experience in a fast-paced, customer-facing role within the automotive industry is highly desirable.

Benefits:

• Competitive salary and benefits package
• Opportunities for professional development and career advancement
• Collaborative and supportive work environment
• Join our team and be part of a global leader in filtration solutions at Hengst Filtration. Apply now to contribute to our success as a Senior Customer Support Representative!