Customer Service Representative - Industrial or Commercial Exp Required

GEA Group, founded in Germany in 1881, is a global leader in engineering solutions, serving industries such as food and beverage, pharma, dairy, and more. With over 18,000 employees worldwide and a strong U.S. presence since 1929, GEA combines the heritage of a well-established company with the innovation of a forward-thinking industry leader. At GEA, we’re not just building equipment, we’re building lasting careers with an average employee tenure range from 5 to over 11+ years, reflecting the strong culture, growth opportunities, and support we provide.

Responsibilities / Tasks

• Start strong – Medical, dental, and vision coverage begins on your first day

• Recharge and refresh – Enjoy 12 paid holidays, including a flexible floating holiday, and 136 hours of PTO to relax or explore

• Invest in your future – A 7% 401(k) employer match helps grow your retirement savings faster

• Keep learning – Take advantage of tuition reimbursement to further your education or skillset

• Live well – Our wellness incentive program rewards healthy habits

• Get support when you need it – Access to a confidential Employee Assistance Program for personal or professional guidance

• Save smart – Flexible Health Savings and Spending Accounts to manage out-of-pocket expenses

GEA Group, located in Frisco, TX, is seeking a customer-focused and detail-oriented Customer Service Representative (Back Office Process) to support order management, customer communications, spare parts sales, and administrative functions in a fast-paced environment. This role is responsible for processing quotes and orders, managing returns and warranties, coordinating with internal teams, and ensuring an exceptional customer experience throughout the order lifecycle.

Responsibilities:

Customer Support

• Respond promptly and professionally to customer inquiries via phone, email, and customer portals.

• Manage incoming requests through shared inboxes and route inquiries to the appropriate teams.

• Provide order status updates, tracking information, and delivery confirmations.

Quote & Order Processing

• Create customer quotations and sales orders within CRM and SAP systems.

• Process orders, invoices, returns, and warranty claims accurately and efficiently.

• Maintain customer records and support customer portal administration.

Spare Parts & Logistics Support

• Support spare parts inquiries and order management.

• Monitor order fulfillment, backorders, and shipment tracking.

• Calculate freight charges and coordinate shipping requirements.

• Work with warehouses, factories, and logistics providers to support timely deliveries.

RMA & Warranty Administration

• Process Return Material Authorizations (RMAs) and warranty requests.

• Monitor open RMAs and communicate status updates to customers.

Cross-Functional Collaboration

• Partner with Sales, Purchasing, Logistics, Accounting, Supply Chain, and Operations teams to resolve customer issues and support business objectives.

• Assist with special projects and other duties as assigned.

Your Profile / Qualifications

• High School Diploma, GED, or equivalent required. Associate's degree in Business preferred.

• 2+ years of customer service, sales support, or order management experience preferred.

• Proficiency in Microsoft Office (Outlook, Excel, Word, Teams) required.

• Experience with SAP, CRM systems, or similar ERP platforms preferred.

• Strong organizational, communication, and problem-solving skills.

• Ability to manage multiple priorities while maintaining accuracy and attention to detail.

• Strong customer-service mindset with a sense of urgency and accountability.

The typical base pay range for this position at the start of employment is expected to be between $23.11 - $28.83 per hour.  GEA Group has different base pay ranges for different work locations within the United States.

The pay range is not a guarantee of compensation or salary.  The estimated range is the budgeted amount for the position. Final offers are based on various factors, including skill set, experience, location, qualifications, and other job-related reasons.  You may be eligible for additional rewards, such as discretionary bonus (based on eligibility) and/or equity awards.

Please note: This position is based in the United States and does not offer visa or work sponsorship. Applicants must be authorized to work in the U.S. without current or future sponsorship.

GEA is an equal opportunity employer. Applicants will therefore receive consideration for employment without regard to age, sex, race, color, religion, world view, national origin, genetics, disability, gender identity, marital status, sexual orientation, veteran status or any other protected characteristic required by applicable law. Applicants with disabilities are welcome and will be given special consideration if they are equally qualified.

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