Senior Customer Service Representative

Job Description

Job Description

Porvair Filtration Group is an innovative, rapidly growing, global leader in the development and supply of materials and products for applications in filtration and separation.

We are always looking to employ talented people across a diverse range of disciplines directly associated with the design and manufacture of filtration and separation equipment, as well as essential professionals to support the business.

Here at Porvair you can expect a career full of challenges, responsibilities and rewards, within a company dedicated to working together to provide the best solutions for our customers.

Whether you're a recent graduate or an experienced professional, we are committed to investing in you to enable you to reach your full potential.

We are currently hiring for a Senior Customer Service Representative. This position will ensure exceptional customer satisfaction and support the US Customer Service Manager in team leadership.

The Senior Customer Service Manager will be responsible for handling complex customer inquiries, mentoring team members, and contributing to the overall success of the customer service department.

This position requires 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.

Duties / Responsibilities

• Customer Service Leadership
• Assist the US Customer Service Manager in coordinating customer service activities across multiple locations (Boise, ID, Caribou, ME, and Ashland, VA).
• Serve as the primary backup for the US Customer Service Manager,
• Provide guidance and support to ensure effective performance and professional growth.
• Advanced Customer Interaction
• Handle mid-level customer inquiries and escalated issues, utilizing extensive product knowledge and problem-solving skills.
• Build and maintain strong relationships with key accounts, serving as their primary point of contact within PFG.
• Interpret technical requirements of customer orders and ensure accurate processing.
• Process Improvement and Documentation
• Create, edit, and maintain work instructions for customer service processes : Analyze customer feedback and service metrics to drive continuous improvement initiatives.
• Identify areas for process improvement and collaborate with the US Customer Service Manager to implement changes.
• Ensure compliance with the Quality Management System (QMS) across the customer service team.
• Subject Matter Expert
• Develop and maintain comprehensive knowledge of all PFG products, serving as a subject matter expert for the customer service team.
• Collaborate with the sales team to support customer retention and growth initiatives.
• Training and Development
• Deliver training programs for customer service representatives, focusing on product knowledge, customer interaction skills, and company processes.
• Conduct training and support at various PFG locations to ensure consistency in customer service quality across all sites.
• Stay informed about industry trends and best practices in customer service, implementing improvements within the team.
• Cross-functional Leadership
• Act as a liaison between the customer service department and other key departments such as sales, engineering, production, finance, logistics, and quality control.
• Participate in cross-functional projects aimed at improving customer experience and operational efficiency.
• Reporting and Analytics
• Generate and analyze reports on customer service performance, identifying trends and areas for improvement.
• Provide regular updates to the US Customer Service Manager regarding customer satisfaction levels and key issues.

Qualifications / Training Required

• 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, preferably in manufacturing or technical products.
• 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 for effective interaction with customers, team members, and cross-functional partners.
• Advanced problem-solving and decision-making skills in complex situations.
• Proficiency in ERP systems (particularly Syspro), Microsoft Office suite, and other relevant tools.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Willingness to travel to other PFG sites for training and support purposes.
• High emotional intelligence, enthusiasm, and passion for customer service excellence.
• Willingness to travel across sites.

We offer a comprehensive benefits package with a 401k match, as well as a safe and clean working environment. Come and join our great team!