Job Description

Customer Service Representative

Job Description

Summary (Position Description): The Customer Service Representative (CSR) supports the customer service, sales, and order entry functions of BITZER. This role is responsible for managing the customer service inbox, processing customer inquiries, assisting with quotes and orders, and coordinating fulfillment processes across departments. The ideal candidate thrives in a fast-paced environment, demonstrates strong communication skills, and is comfortable handling a high volume of emails and phone calls. This position also includes participation in a rotating on-call schedule to address after-hours or holiday emergencies.

Reports to: Customer Service Manager

Status: Full time,

Duties & Tasks .

• Manage and assign customer service emails in the CRM system
• Answer high volume of incoming customer calls and provide quotes/order processing support
• Enter orders and quotes accurately into ERP and CRM systems
• Collaborate with internal teams (Sales, Engineering, Purchasing, etc.) to ensure order accuracy
• Track and oversee customer orders from entry through delivery
• Assist customers with product configurations and selections
• Coordinate remote order fulfillment and handle freight/logistics issues
• Support after-hours and holiday emergency calls during on-call rotation
• Research and resolve customer inquiries regarding purchase or account history
• Other duties as assigned by Supervisor.

Who We Are:

Bitzer Us Inc. is a leading manufacturer of key components used in commercial and industrial refrigeration and air conditioning systems. These key components include compressors, pressure vessels such as condensers and evaporators, compressor packages, and condensing units. Other products include waste heat-to-power equipment that converts excess heat to low-cost electricity.

You partner with others to get work done while gaining insight into customers' needs and deliver solutions that exceed customer expectations. You create Raving Fans. You set objectives aligning with organization and prioritize accordingly.

Conveniently located in Flowery Branch, Georgia 5 minutes off I-985 The Company is wholly owned by Bitzer SE (located in Germany), the Company is a private company and serves as Bitzer SE’s flagship North American subsidiary. On a global basis, Bitzer SE has 4,300 employees in 75 locations with global sales approaching 700M €.

Competencies (Knowledge, Skills & Abilities):

• CRM & ERP Proficiency: Experience using CRM and ERP systems to manage workflows and orders.
• Multitasking: Ability to handle high volumes of calls and emails while meeting deadlines.
• Communication: Excellent verbal and written skills to interface with internal teams and external customers.
• Customer Service: Strong interpersonal and problem-solving skills to support customer needs.
• Technical Aptitude: General knowledge of B2B order entry and HVAC/R products is a plus.
• Team Collaboration: Ability to work well independently and as part of a cross-functional team.

Requirements:

• Education: High School Diploma or GED required.
• Preferred Education: Associate or bachelor’s degree in business, Communications, or related field.
• Experience: 2+ years in customer service, sales support, or order entry.
• Preferred Experience: Experience in a manufacturing or HVAC/R industry environment.
• Knowledge: Familiarity with Microsoft Office Suite (Excel, Outlook, Word) and workflow tools.

Work Environment:

• Office-based role with standard business hours Monday–Friday (8:00 AM – 5:00 PM)
• On-call responsibilities during assigned weeks (adjusted schedule during rotation).
• PPE not typically required for daily tasks but may be needed when visiting production areas

Physical Demands:

• Frequent sitting, use of a computer, and telephone communication.
• Occasional lifting of office materials (up to 25 lbs.).
• May require walking through production or warehouse areas during collaboration with other departments.

Employee Benefits:

• Medical Insurance (heavily subsidized by the Company)
• Dental Insurance
• Company paid Vision Insurance, $50,000 life insurance and Short and Long-Term Disability
• 2 Weeks Paid Vacation and 5 Paid Personal Days
• Education Reimbursement (must be approved by manager)
• 401(k) Plan where it matches dollar-for-dollar up to 4% of compensation; 100% vested immediately.
• Company Discretionary Profit-Sharing Contribution (has averaged 15% of compensation per year for the past 6 years; based on the profitability of the Company; 100% vested after 6 years on a graded scale)

Other Information

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees are required to follow any job-related instructions and to perform job-related duties requested by management. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skills, and/or abilities required.

This Job Description does not imply an employment contract. BITZER US is an at-will employer.

BITZER US is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law.

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