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.

• Enter orders into ERP system in a timely manner
• Achieves and maintains good rapport with customers and works to provide the best possible service at all times
• Respond appropriately to customer requests with a high sense of urgency, which includes product concerns or complaints and coordinate solutions with internal stakeholders
• Prepare quotations of existing product and assumes responsibility for providing samples and answers to customer questions and inquiries
• Maintain accuracy of incoming and existing orders by ensuring all products, quantities, pricing, dates, order numbers, notes, and other essential information is properly maintained and comprehensive
• Coordinate details of orders throughout the order fulfillment lifecycle to ensure completion of the order and delivery commitment meet or exceed customer requirements
• Ensure 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 needed
• Partner effectively with Sales & Operations team members to drive territory coverage and exploit sales opportunities
• Establish and maintain current client and potential customer relationships
• Assists with identifying and resolving customer concerns
• Organize and maintain accurate electronic files within ERP system, CRM, Quote and Order files, and within Microsoft Outlook
• Prepares 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 necessary
• Other duties and responsibilities as assigned

Knowledge, Skills, & Abilities

• Excellent verbal and written communication skills for responding to questions
• Exceptional interpersonal skills are critical
• Demonstrates a confident and positive attitude through day-to-day interactions with internal and external stakeholders
• Must possess strong problem-solving skills to lead resolution efforts focused on creating an exceptional customer experience
• Partner effectively with the Sales, Procurement, Accounting, and Operations teams to ensure customers’ needs are met
• Ability to work independently as a self-starter
• Must be able to adapt and work effectively with a variety of customers and changing situations
• Possess excellent organizational skills with very effective attention to detail
• Robust time management skills are essential
• Skilled at working within deadlines and prioritizing multiple projects with minimal supervision to meet changing business needs
• Demonstrated organizational, problem-solving, and analytical skills
• Must be able to maintain confidentiality
• Must be committed to expanding product knowledge and utilizing all available resources while striving for continuous improvement, both professionally and for business success
• Possess a high level of emotional intelligence, ensuring an exceptional customer experience
• Proficiency in use of Microsoft Office; specifically, Outlook, Excel, PowerPoint, and Word
• Working knowledge of teleconference tools

• High School Diploma or equivalent is required
• Associate’s Degree in a relevant field is preferred
• Three (3) years of customer service experience in a technical or manufacturing environment is preferred
• Computer proficiency required - competent with Microsoft Office Products (Word, Excel, PowerPoint, Outlook) and ERP software experience strongly preferred - must be able to input and retrieve data
• Proven track record of building successful relationships – both internally and externally – is required
• Customer-centric mindset with excellent interpersonal skills
• Must possess excellent communication skills – both written and verbal
• Outstanding organizational skills are required, including the ability to prioritize & manage multiple priorities
• Willingness to work alongside all levels of the organization is required

Ideal Attributes

• Exceptional attitude!!
• Driven to succeed – creative, self-starter
• Trusting & supportive leader with ability to help the Global Filter team succeed
• Excellent problem-solving skills & entrepreneurial mindset
• Must be a strong team-player with the ability to work autonomously
• Strong 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 prioritize

Physical Demands

• Standing – Must be able to traverse site
• Walking – Must be able to traverse sites and climb stairs
• Must 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!