Senior Customer Service Representative
3 weeks ago
Porvair Filtration Group Inc is a global leader in the development and supply of materials and products for applications in filtration and separation.
We are seeking a highly skilled Senior Customer Service Representative to join our team. This role will ensure exceptional customer satisfaction and support the US Customer Service Manager in team leadership.
The ideal candidate will have a deep understanding of PFG's products and processes, as well as the ability to provide guidance and support to customer service representatives across multiple locations.
Key Responsibilities:
- Customer Service Leadership: Assist the US Customer Service Manager in coordinating customer service activities across multiple locations.
- Advanced Customer Interaction: Handle mid-level customer inquiries and escalated issues, utilizing extensive product knowledge and problem-solving skills.
- Process Improvement and Documentation: Create, edit, and maintain work instructions for customer service processes.
- Subject Matter Expert: Develop and maintain comprehensive knowledge of all PFG products.
- Training and Development: Deliver training programs for customer service representatives.
- Cross-functional Leadership: Act as a liaison between the customer service department and other key departments.
- Reporting and Analytics: Generate and analyze reports on customer service performance.
Qualifications:
- High school diploma or equivalent required; higher education or relevant certifications are a plus.
- 7+ years of customer service experience, including 3+ years in a senior/leadership role.
- Proven success in customer service with demonstrated career progression.
- Experience creating and maintaining work instructions and process documentation.
- Strong leadership, mentoring, and team development abilities.
- Excellent communication and interpersonal skills.
- Advanced problem-solving and decision-making skills.
- Proficiency in ERP systems and Microsoft Office suite.
We offer a comprehensive benefits package with a 401k match, as well as a safe and clean working environment.
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