Customer Service

Overview

The Customer Service Representative is responsible for the processing of orders received from customers by telephone, fax, e-mail, and portals. The position also requires frequent interaction with all members of the organization, distributors, and end-users in a fast paced high volume environment.

The CSR develops and maintains solid customer relationships by handling customer needs with speed, accuracy, and professionalism. The CSR acts as liaison between the client and the production staff to maximize efficiency and exploit sales opportunities as well as handles incoming communications, gathers specifications for quotes, processes orders and follows up with customers.

Responsibilities

• Achieves and maintains a good rapport with customers and works to provide the best possible service at all times.
• Verifies order accuracy is based on contract agreements, price list or quote. Thoroughly discuss quote specs with Account Manager and/or Product Manager, and provides follow up as needed.
• Coordinates details of orders through the production process to ensure completion of order and delivery commitment.
• Identify, research, and resolve customer issues, product concerns or complaints and coordinate with appropriate staff to provide a solution.
• Must be able to organize and maintain accurate electronic files within ERP system, via CRM, Quote and Order files and within Microsoft Outlook.
• Prepares quotations, if needed, and assumes responsibility for providing samples and answers to customer questions and inquiries.
• Prepares documents and coordinates new client info, purchase order, return goods memo, credit and rebills with production and accounting department and Sales / Product Manager for review or action as appropriate.
• Any other duties as required by management.

Qualifications

• High School diploma or General Education Degree (GED) required; Associate’s Degree in business, marketing or related field preferred.
• experience in a technical or manufacturing environment an equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
• Strong computer skills and proficiency in Microsoft Office products required.
• Demonstrated competency in building relationships, both internally and externally.
• Customer-focused with excellent interpersonal, written and verbal communication skills.
• Ability to read and interpret documents, such as procedure manuals, work instructions, and software manuals.
• Excellent time management skills with the ability to organize and manage multiple priorities for proper territory planning and management.
• Team player able to contribute to the success of high performance, cross-functional team.

More About Filtration Group

Filtration Group is on a mission to make the world safer, healthier and more productive. With a passionate workforce, global footprint and world class engineering and manufacturing capabilities, we are driving innovation and developing solutions across a broad spectrum of applications in the fast-growing and rapidly-evolving global filtration industry. We are committed to maintaining an entrepreneurial culture built on a foundation of trust and in which our leaders exhibit a strong bias for action.   

The Company began in 2009 and has rapidly grown organically and through a thoughtful acquisition strategy to be a global leader in the highly attractive filtration industry. Filtration Group has the broadest portfolio of solutions in the industry and has had a particular focus on building a leading platform of solutions focused on the Life Sciences and Indoor Air Quality end markets which are rapidly growing in the current market environment. Filtration Group produces mission critical products with high replacement rates.  Over 80 percent of the Company’s revenue comes from replacement / consumable products, many of which are specified into customer’s products or processes.  With revenues over $2 billion, Filtration Group is consistently recognized as the fastest growing and one of the largest filtration businesses in the world and has a global footprint of 141 facilities in 28 countries. Filtration Group has over 10,000 employees who are united in their Mission to make the world safer, healthier and more productive.