Representative Customer Service II

Donaldson is committed to solving the world's most complex filtration challenges. Together, we make cool things. As an established technology and innovation leader, we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn, effect change, and make meaningful contributions at work and in communities.

The Customer Service Representative (CSR) for Facet, a division of Donaldson, will be based in Tulsa, OK and report to the Customer Service Director. This role is integral to ensuring seamless order management and delivering exceptional customer experiences. The CSR will engage with customers to resolve inquiries, manage orders, proactively address concerns, and ensure effective management of customer occurrences to drive satisfaction and retention.

The ideal candidate will have a strong attention to detail, excellent communication skills, and the ability to manage complex customer interactions. They will also be proactive in identifying and resolving issues, maintaining accuracy, and supporting continuous improvement initiatives.

Role Responsibilities:

• Provide excellent customer service by promptly addressing inquiries and resolving customer issues via phone, email, and other communication channels.
• Process inbound sales calls and customer purchase orders received through email, phone, or fax.
• Inform customers of unit prices, shipping dates, anticipated delays, and any other required information via sales acknowledgments.
• Accurately enter and approve sales orders, ensuring completeness and compliance with company policies.
• Recommend appropriate packaging, labeling, and shipping options for orders.
• Partner with customers to understand their project needs, identify solutions, and deliver a seamless experience.
• Collaborate with the sales team to support customer retention and growth efforts, ensuring alignment on strategies and actions.
• Maintain and update CRM systems (e.g., Salesforce.com) with accurate and current customer data.
• Provide post-purchase support, including troubleshooting and proactive follow-up, to ensure customer satisfaction.
• Monitor customer performance, evaluate opportunities for growth, and prepare reports, including forecasts, activity metrics, and competitive insights.
• Investigate root causes of customer issues, collaborating with internal teams to implement effective solutions.
• Communicate resolution timelines and outcomes to customers, maintaining transparency and trust.
• Assist with marketing initiatives, including campaigns, seminars, and other lead-generating activities.
• Stay informed of product knowledge and company offerings to provide effective customer guidance and support.
• Support and adhere to sales policies and procedures to ensure effective service delivery.
• Be consistently available to customers, ensuring responsibilities are covered during absences.

Knowledge, Skills, & Abilities:

• Exceptional verbal and written communication skills for engaging with internal and external customers.
• Strong interpersonal skills, with the ability to foster positive relationships and collaborate across teams.
• Exceptional attention to detail and organizational skills for accurate data entry and management.
• Effective problem-solving and analytical skills, with a focus on delivering practical solutions to customer needs.
• Ability to work independently and adapt to changing customer demands and business situations.
• Excellent organizational skills and attention to detail.
• Strong time management capabilities, with the ability to prioritize tasks and meet deadlines with minimal supervision.
• Proficiency in Microsoft Office applications, including Outlook, Excel, PowerPoint, and Word.
• Proficient in CRM systems (e.g., Salesforce.com) and Microsoft Office applications, including Outlook, Excel, and Word.
• Professional presence and adaptability to changing business needs and customer demands, with the ability to manage confidential information and maintain a positive demeanor.

Minimum Qualifications:

• High school diploma or GED completed.
• Experience with Microsoft Applications.

Preferred Qualifications:

• Demonstrates a professional demeanor as a company representative, adapting seamlessly to office communication standards.
• Bachelor's degree.
• Experience in process filtration or related industries strongly preferred.
• 2-5 years of customer service or commercial experience.
• Excellent written and verbal communication skills.
• Bilingual in Spanish.

Physical Requirements:

While performing the duties of this job, the employee is frequently required to do the following:

• Sit for prolonged periods.
• Work flexible hours to accommodate customer and business needs.

Relocation: This position is not eligible for relocation assistance.

Employment opportunities for positions in the United States may require use of information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

Donaldson Company has been made aware that there are several recruiting scams that are targeting job seekers. These scams have attempted to solicit money for job applications and/or collect confidential information, Donaldson will never solicit money during the application or recruiting process. Donaldson only accepts online applications through our Careers | Donaldson Company, Inc. website and any communication from a Donaldson recruiter would be sent using a donaldson.com email address. If you have any questions about the legitimacy of an employment opportunity, please reach out to talentacquisition@donaldson.com to verify that the communication is from Donaldson.

Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.