Customer Experience Manager - Remote

Overview

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.

In Short

• 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.
• Act as a liaison between different departments such as marketing, sales, operations to align efforts and create seamless customer experience.
• Manage projects that address customer issues and complaints to improve customer experience.
• Create and manage reporting of customer metrics, goals and performance.
• Work closely with sales team to identify opportunities for upselling and account growth.
• Foster strong partner relationships including receiving customer feedback, investigating customer complaints, and resolving customer issues.
• Manage orders through EDI/SPS and answer the main phone line for the company.

Requirements

• Embraces Filtration Group’s values and culture.
• An assertive leader with a bias for action and an entrepreneurial orientation.
• Ability to travel 10% of the time.
• Familiarity with SalesForce or similar CRM tool preferred.
• A demonstrated track record of owning and driving 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.
• Excellent communication skills and ability to gain internal alignment across different stakeholder groups.

Benefits

• Remote work with occasional travel to headquarters, trade shows, or customer sites.
• Professional workspace management within home.
• Engagement in video calls with partners.
• Opportunity to represent the values of Purafil.
• Professional and business casual clothing must be worn to look presentable on all calls.
• Employee must be present online during their scheduled work hours.