Customer Experience Manager

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 commercial operations leader to join our team and drive seamless customer experience in the US and beyond. 

We are looking for an experienced commercial operations leader to join our team and support our rapid growth. The Customer Experience Manager is responsible for day-to-day customer service activities for the US customer base as well as close partnership with the sales team to drive continuous improvement in our customer experience.

• • Customer Advocacy and Journey Mapping:
    • Strive to make Purafil easy to do business with for all internal and external customers and partners
    • Build strong customer relationships by understanding channel needs and preferences.
    • Implement customer experience strategy aligned with company’s overall goals and objectives.
    • Map out various stages of customer journey to identify pain points and improvement opportunities.
  • Cross-Functional Collaboration:
    • Act as a liaison between different departments such as marketing, sales, operations to align efforts and create seamless customer experience.
    • Work with Supply Chain / Logistics to streamline buy/sell order processes.
  • Project Management:
    • Manage projects that address customer issues and complaints to improve customer experience.
  • Data Analysis:
    • Create and manage reporting of customer metrics, goals and performance.
    • Identify trends, patterns, and opportunities for improvement for the customer experience.
    • Leverage technology to enhance the customer experience under CRM and other relevant tools.
  • Continuous Improvement:
    • Use PowerBI and other tools useful to refine the customer experience.
    • Map out and introduce improved data entry solutions for orders.
  • Inside Sales:
    • Work closely with sales team to identify opportunities for upselling and account growth
  • Customer Service:
    • Foster strong partner relationships including receiving customer feedback, investigating customer complaints, and resolving customer issues
    • Enter orders from customer and partner POs accurately and completely
    • Manage SalesForce case load to resolve cases as efficiently as possible
    • Management of orders including answering questions about orders, reviewing shipping status, sharing tracking information and all other tasks related to order management
    • Manage the returns and credits process for quality issues
    • Manage orders through EDI/SPS
    • Answer the main phone line for the company and address customer questions or transfer to the appropriate party

• Embraces Filtration Group’s values and culture. Passionate about making the world safer, healthier, and more productive and about preserving an entrepreneurial culture and operating model.
• An assertive leader with a bias for action and an entrepreneurial orientation, with a willingness to move fast and inject velocity into everything we do.
• Ability to travel 10% of the time.
• Familiarity with SalesForce or similar CRM tool preferred.
• A demonstrated track record of owning and driving results; not just reporting results.
• Collaborates and easily gets along in team-based environments.
• Detail oriented and data driven.
• Strong written and verbal communication skills
• Highly organized and able to manage multiple priorities.
• Demonstrates a learning mindset and a high degree of intellectual curiosity about the business.
• Excellent communication skills and ability to gain internal alignment across different stakeholder groups – cross functional team, segment management, division management and executive leadership.

Work Environment:

This is a remote position that will require occasional travel to headquarters, trade shows, or customer sites. The employee will be required to manage his/her workspace within their home. The work area must look professional, no offensive language or art in background/ camera frame, and free from disruptions. This role frequently engages in video calls with partners, the area should represent the values of Purafil, or a virtual background may be used. Professional and business casual clothing must be worn to look presentable on all calls. Employee must be present online during their scheduled work hours.