Representative Customer Service II

Donaldson • Tulsa, OK

2d • Onsite

About The Position

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.

Requirements

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

Nice To Haves

• 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.
• Bilingual in Spanish.

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.

Benefits

• Donaldson will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the U.S. will not be considered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED