Customer Service Representative

Overview

Porex, a business unit of 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.

 

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 has the broadest portfolio of solutions in the industry and has had a particular focus on building a leading platform of solutions focused on the Life Sciences and Indoor Air Quality end markets which are rapidly growing in the current market environment. 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 revenues of $1.4 billion, Filtration Group is consistently recognized as the fastest growing and one of the largest filtration businesses in the world and has a global footprint of 141 facilities in 28 countries. Filtration Group has over 6,000 employees who are united in their Mission to make the world safer, healthier and more productive.

 

Filtration Group is an affiliate of Madison Industries, one of the largest and most successful privately held companies in the world. Madison builds entrepreneurially driven, branded market leaders that are committed to making the world safer, healthier and more productive by creating innovative solutions that deliver outstanding customer value. The team at Madison is committed to building something truly remarkable that long outlasts them while coaching others to reach their highest potential. Madison’s footprint spans across Europe, Asia and the Americas operating over 216 facilities in 45 countries, with over 12,000 engaged employees. Having successfully built market leaders in filtration, medical, safety, instruments, heat transfer, and indoor air quality, Madison generates revenue of $5 billion, with an enterprise value worth well over $7 billion.

 

Responsibilities

Position Summary - THIS IS A NEW POSITION, NOT A BACKFILL OF AN EXISTING ROLE

An opening exists for a Customer Service Representative position, based out of Porex's Fairburn, GA manufacturing Site. This position will be responsible for managing all customer interactions relating to the order fulfillment lifecycle, from order entry to delivery. This role serves as a key liaison between customers and internal teams, ensuring accurate communication, timely order processing, and seamless resolution of issues. Reporting to the Global Customer Support Leader - Americas, the CSR plays a critical role in supporting our mission of delivering superior customer care.

 

Job Functions (but not limited to):

 

Customer Advocacy:

•Act as the primary point of contact for assigned customer accounts, new account set-up, handling inquiries, processing orders, price changes, and resolving issues promptly and professionally.•Represent customer needs across internal teams, advocating for timely resolution of delivery, pricing, or quality concerns.•Develop a strong understanding of customer preferences and requirements to deliver tailored service.

 

Order Management:

•Process customer orders received via phone, email, or EDI, ensuring accuracy and efficiency in order entry and acknowledgment.•Process sample orders •Proactively monitor order status and communicate any changes or potential delays to customers.•Coordinate with Production, Scheduling, and Quality teams to resolve delivery challenges or product quality concerns.

 

Cross-Functional Collaboration:

•Partner with Sales and Product Development teams to provide updates on project statuses and deliverables.•Collaborate with Marketing to gather customer feedback and share insights for continuous improvement.•Partner with PDE and AEs to manage sample room SKUs and inventory levels •Support Sales Managers by providing insights on customer trends, satisfaction levels, and opportunities for upselling or cross-selling.

 

Data and Insights:

•Maintain accurate records in ERP systems, ensuring customer data integrity (correct quantity, pricing, specification levels) and streamlined order tracking.•Enter customer forecasts in BI and notify Sales Managers of any changes.•Manage SFDC incoming cases, assigning to respons