Customer Service Representative

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 Customer Service Representative at our Ashland, VA location. This position will provide frontline support to customers, address inquiries, and ensure a high level of customer satisfaction. This role involves handling customer communications via phone, email, and other channels.  

Key Duties

• Customer Interaction
  • Respond promptly and professionally to customer inquiries through various channels, including phone, email, and meetings.
  • Assist customers with product information, quotes, order status, and other relevant queries.
  • Build and maintain strong relationships with clients to understand their needs and concerns.
• Order Processing
  • Assist customers with order placement, tracking, and updates to ensure accuracy and timely fulfillment. 
• Issue Resolution
  • Resolve customer issues and complaints, escalating complex cases to higher-level representatives or managers, as necessary. 
• Product Information
  • Provide detailed product information when requested to include specifications, availability, and usage guidance. 
• Documentation and Record Keeping
  • Maintain accurate records of customer interactions and transactions in the CRM system. 
• Support Cross-functional Coordination
  • Collaborate with other departments, such as Sales, Production, and Shipping, to resolve customer issues and fulfill requests. 
• Customer Feedback 
  • Gather and report customer feedback to help identify trends and areas for improvement. 
• Quality Assurance
  • Comply with the requirements of the Quality Management System (QMS) to ensure service and products meet or exceed PFG standards and customer expectations.
• Other related duties as assigned. 

Qualifications / Training Required

• High school diploma or equivalent; additional education or certifications in customer service is a plus.
• Proven experience in customer service roles, preferably in the manufacturing industry.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Proficient in using ERP systems, Microsoft Office suite, and other relevant tools.
• Ability to multitask and prioritize in a fast-paced environment.
• Knowledge of manufacturing processes and products is desirable.

Work Environment: Collaborative office; flexible

Physical Demands: Prolonged periods sitting at a desk and working at a computer. Must be able to lift up to 15 pounds at times.