Customer Care Representative - Atlanta - Filtration Group Corporation

Description

Customer Care Representative

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.

Responsibilities

Order Entry & Processing

• 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.

Customer Care & Support

• 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.

Reporting & Administrative Duties

• 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.

Qualifications

Qualifications

• 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).

Skills & Competencies

• 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.

Performance Expectations

• High accuracy in order entry.
• Timely response to customer inquiries.
• Consistent follow-through on open issues and backorders.
• Positive feedback from customers and internal stakeholders.

Work Environment:

While performing the duties of this job, the employee is exposed to industrial environments that can be hot, have fumes or airborne particles. The noise level in the work environment can be moderate but may occasionally be considered high. Work environment can vary based on customer location and industry customer operates in. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions as a Purafil Customer Care Representative.

Location: 2654 Weaver Way, Doraville GA 30340

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The vision requirements include, close vision, distance vision and ability to adjust focus. The employee must occasionally lift and / or move up to 50 pounds.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced to communicate the way this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Filtration Group will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.