Customer Experience Manager
Purafil, Inc.
Drive US customer experience, manage service, sales support, and continuous improvement.
14 days ago ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Doraville, GA
Office Full-Time
Company Size
70 Employees
Service Specialisms
Molecular air filtration
Gas‑phase filtration
Laboratory services
Equipment design
Air quality monitoring
Equipment manufacturing
Custom‑engineered systems
Filtration media production
Sector Specialisms
Industrial
Commercial
Buildings
Power Generation
Healthcare
Data Centers
Museums
Wastewater Treatment
Role
What you would be doing
order management
edi/sps
salesforce
powerbi
crm tools
reporting
- Answer the main phone line for the company and address customer questions or transfer to the appropriate party
- Create and manage reporting of customer metrics, goals and performance.
- Leverage technology to enhance the customer experience under CRM and other relevant tools.
- Map out and introduce improved data entry solutions for orders.
- Manage orders through EDI/SPS
- 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
- Build strong customer relationships by understanding channel needs and preferences.
- Manage SalesForce case load to resolve cases as efficiently as possible
- Work with Supply Chain / Logistics to streamline buy/sell order processes.
- Identify trends, patterns, and opportunities for improvement for the customer experience.
- 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
- Work closely with sales team to identify opportunities for upselling and account growth
- 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.
- Implement customer experience strategy aligned with company’s overall goals and objectives.
- Use PowerBI and other tools useful to refine the customer experience.
What you bring
salesforce
learning mindset
results driven
collaboration
organized
communication
- Demonstrates a learning mindset and a high degree of intellectual curiosity about the business.
- A demonstrated track record of owning and driving results; not just reporting results.
- Collaborates and easily gets along in team-based environments.
- Familiarity with SalesForce or similar CRM tool preferred.
- Highly organized and able to manage multiple priorities.
- Ability to travel 10% of the time.
- Detail oriented and data driven.
- Excellent communication skills and ability to gain internal alignment across different stakeholder groups – cross functional team, segment management, division management and executive leadership.
- Strong written and verbal communication skills
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
Founded in the 1960s
Historical Milestone
The company has a long-standing history of innovation in air filtration and environmental protection.
Over 30,000 SKUs
Wide Range of Products
Offers an extensive portfolio of chemical media, filters, and monitoring solutions.
28 active patents
Innovation Leadership
Reflects commitment to cutting-edge technology and unique solutions in air quality control.
Circles the globe 12 times
Production Scale
Manufactures enough media annually to encircle Earth 12 times, showcasing extensive global reach.
- Engineers and manufactures chemical media, filters, modules and real-time air monitors for critical environments.
- Typical projects include protecting server farms, museums (e.g., Sistine Chapel), wastewater plants and cleanrooms.
- Supports industries from refineries and pulp & paper to airports, hospitals and luxury hotels with custom filtration.
- Highlight innovations include potassium/sodium permanganate media, PuraFilter pleated cartridges and OnGuard monitors.
- A single-source provider offering lab diagnostics, media life analysis and real-time monitoring services.
20,000 analyses
Annual Media Life Analyses
Complimentary on-site lab analyses provided annually for media life evaluation.
12 languages
Multilingual Support
Customer service team fluent in multiple languages to ensure global accessibility.
- “First…in Clean Air”
- Operate as a family
- Knowledgeable and tenured employees
- Weekly safety meetings with continual training
- Comprehensive training sessions and continuing education
- ISO‑certified quality management (ISO 9001:2008/2015)
12 Times
Annual Achievement
Manufacture enough filtration media to circle the earth annually.
- Moved to recyclable packaging
- Use of recycled plastics in many products
- Environmentally friendly production process in on-site chemical plant
- Lean team dedicated to evaluating and minimizing waste
- Manufacturing media and instrumentation in USA; equipment produced globally to reduce lead times and transportation emissions
- ISO 9001 certified quality management ensuring consistent environmental standards
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