Customer Care Representative
About The Position
Purafil, part of Filtration Group, is the global leader in gas phase (chemical) filtration technology. Our products and solutions are targeted towards providing superior levels of indoor air quality in a variety of environments including but not limited to oil & gas; water treatment; heavy manufacturing; electronics & semiconductor manufacturing; data centers; transportation; mining; commercial offices; restaurants & food service; galleries, museums, archives & libraries – for corrosion protection, odor control, health, and preservation applications. We are seeking a dynamic, results-oriented Customer Care Representative to join our team and drive seamless customer experience in the US and beyond. The Customer Care Representative is responsible for accurately processing customer orders, supporting customer inquiries, and ensuring a high level of customer satisfaction. This role serves as a key point of contact between customers, sales, production, and logistics to ensure orders are entered correctly, delivered on time, and customer issues are resolved efficiently.
Requirements
- High school diploma required; Associate’s degree or higher preferred.
- 2+ years of experience in customer service, order entry, inside sales support, or related roles.
- Experience using ERP systems (Salesforce, Microsoft Dynamics, NetSuite, etc.) preferred.
- Strong attention to detail and accuracy.
- Excellent written and verbal communication skills.
- Strong organizational skills and ability to manage multiple priorities.
- Proficiency in Microsoft Office (Excel, Outlook, Word).
- Customer-first mindset with strong problem-solving ability.
- Ability to work under pressure and meet deadlines.
- Strong teamwork and cross-functional communication.
- Professional phone etiquette and email communication.
- Ability to handle sensitive customer issues with tact and urgency.
Responsibilities
- Accurately enter customer purchase orders into the ERP/order management system.
- Verify pricing, product availability, shipping instructions, and delivery requirements.
- Confirm order details with customers and internal teams as needed.
- Coordinate with planning, production, and logistics to ensure timely order fulfillment.
- Track orders and provide proactive updates to customers and sales representatives.
- Respond to customer inquiries via phone and email in a professional and timely manner.
- Provide product availability, order status, shipping updates, and invoice support.
- Resolve customer concerns including order discrepancies, shipping issues, and returns.
- Support customer requests for documentation such as COAs, SDS, packing slips, and invoices.
- Maintain strong customer relationships through clear communication and follow-up.
- Work closely with Sales, Supply Chain, Warehouse, and Finance teams to ensure smooth order flow.
- Support customer complaint documentation and resolution processes.
- Assist with freight coordination and shipment scheduling when required.
- Ensure all customer records and transactions are properly documented.
- Maintain accurate customer files and order documentation.
- Assist in reporting on open orders, backorders, and customer service metrics.
- Identify opportunities to improve order accuracy and customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
