The Global Filter Customer Service Representative will report to the Customer Service Manager and will be based in Cedar Rapids, Iowa. The Customer Service Representative position is critical to our business both in terms of long-term success and day-to-day operations. This individual is responsible for the processing of inquiries received from customers. The Customer Service Representative will support the customer with order entry, order confirmation, shipping updates, pricing, availability of product offerings, and some product selection guidance for existing products. The position requires frequent interaction with all members of the organization, vendors, and customers in a fast-paced environment.
The ideal candidate will be a self-motivated quick learner with a strong bias for action. The candidate will possess a customer-centric mindset, exceptional attitude, sound communication skills, strong attention to detail, willingness to develop an in-depth understanding of products and accounts, and the motivation necessary to provide outstanding customer service. The person must be tenacious at heart and enjoy the challenge of building new relationships. The Customer Service Representative will possess an entrepreneurial mindset, and a team-player focus to quickly and effectively collaborate with customers and internal stakeholders to resolve problems.
Responsibilities Enter orders into ERP system in a timely mannerAchieves and maintains good rapport with customers and works to provide the best possible service at all timesRespond appropriately to customer requests with a high sense of urgency, which includes product concerns or complaints and coordinate solutions with internal stakeholdersPrepare quotations of existing product and assumes responsibility for providing samples and answers to customer questions and inquiriesMaintain accuracy of incoming and existing orders by ensuring all products, quantities, pricing, dates, order numbers, notes, and other essential information is properly maintained and comprehensiveCoordinate details of orders throughout the order fulfillment lifecycle to ensure completion of the order and delivery commitment meet or exceed customer requirementsEnsure existing contract details are accurate on orders by reviewing contracts, price lists, quotes, and notes Discuss quote specifications with Sales Team, Product Managers, or other stakeholders; provide follow-up as neededPartner effectively with Sales & Operations team members to drive territory coverage and exploit sales opportunitiesEstablish and maintain current client and potential customer relationshipsAssists with identifying and resolving customer concernsOrganize and maintain accurate electronic files within ERP system, CRM, Quote and Order files, and within Microsoft OutlookPrepares documents and coordinates new client information, purchase orders, return goods memos, credit and rebills with vendors, Sales Team, Product Managers, and our Accounting department for review or action as necessaryOther duties and responsibilities as assignedKnowledge, Skills, & Abilities
Excellent verbal and written communication skills for responding to questionsExceptional interpersonal skills are criticalDemonstrates a confident and positive attitude through day-to-day interactions with internal and external stakeholdersMust possess strong problem-solving skills to lead resolution efforts focused on creating an exceptional customer experiencePartner effectively with the Sales, Procurement, Accounting, and Operations teams to ensure customers’ needs are metAbility to work independently as a self-starterMust be able to adapt and work effectively with a variety of customers and changing situationsPossess excellent organizational skills with very effective attention to detailRobust time management skills are essentialSkilled at working within deadlines and prioritizing multiple projects with minimal supervision to meet changing business needsDemonstrated organizational, problem-solving, and analytical skillsMust be able to maintain confidentialityMust be committed to expanding product knowledge and utilizing all available resources while striving for continuous improvement, both professionally and for business successPossess a high level of emotional intelligence, ensuring an exceptional customer experienceProficiency in use of Microsoft Office; specifically, Outlook, Excel, PowerPoint, and Word Working knowledge of teleconference tools Qualifications High School Diploma or equivalent is requiredAssociate’s Degree in a relevant field is preferredThree (3) years of customer service experience in a technical or manufacturing environment is preferredComputer proficiency required - competent with Microsoft Office Products (Word, Excel, PowerPoint, Outlook) and ERP software experience strongly preferred - must be able to input and retrieve dataProven track record of building successful relationships – both internally and externally – is requiredCustomer-centric mindset with excellent interpersonal skillsMust possess excellent communication skills – both written and verbalOutstanding organizational skills are required, including the ability to prioritize & manage multiple priorities Willingness to work alongside all levels of the organization is requiredIdeal Attributes
Exceptional attitude!!Driven to succeed – creative, self-starterTrusting & supportive leader with ability to help the Global Filter team succeedExcellent problem-solving skills & entrepreneurial mindsetMust be a strong team-player with the ability to work autonomouslyStrong Bias for Action!!Excellent interpersonal, written and verbal communication skills as well as ability to utilize appropriate e-mail and telephone etiquette Strong time-management skills and the ability to organize and prioritizePhysical Demands
Standing – Must be able to traverse siteWalking – Must be able to traverse sites and climb stairsMust be able to sit or stand for prolonged periods of time
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced to communicate the way this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Filtration Group will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Filtration Group is committed to creating an inclusive work environment for all team members, regardless of race, gender, religion, sexual orientation, age, disability, genetics, veteran status, marital status, or any other characteristic protected by law. We believe the work we do and the mission we spread is at it’s best when everyone feels free to be their most authentic self.
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.
Global Filter is part of Filtration Group. Filtration Group is a global market-leading provider of filtration consumables that drives innovation and delivers solutions across a broad spectrum of applications and end-markets, with a focus on life sciences, indoor air quality, and industrial technologies.
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 operates across a wide variety of attractive end markets and 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 a global workforce of nearly 10,000 dedicated team members and a footprint that spans 27 countries, we are committed to partnering closely with our customers to further our mission to make the world safer, healthier, and more productive.
Cultivating Talent and building strong Teams are critical to our success. We know that fulfilling our mission is only possible when we foster an entrepreneurial culture built on a foundation of trust, in which our leaders exhibit a strong bias for action. Join us as we build a truly remarkable company that will long outlast us!
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