Customer Service Representative

Donaldson Company, Inc. - Waterloo, IA3.5

If you have talent, initiative, and a desire to join a thriving global company with a wealth of career opportunities, you can make a world of a difference at Donaldson, a leading provider of filtration solutions. Our culture is based on the strong values of integrity, respect, commitment and innovation.

As a Sr. Customer Service Representative with Donaldson Company Inc., Filter Minder® Product Division, you will work as part of the Waterloo Sales Team ensuring our global customers receive the best service possible!

This role will report to the New Business Development Manager and will be responsible for providing direct support to our Sales Account Executives in the ongoing development of existing and prospective customers to ensure that department targets are met.

Functions as the primary contact for new customer set up, updates to current customer information, providing shipment information, pricing and maintenance of company-related policies, procedures, profiles and databases.
Entry of new customer orders, review of standard sales terms, quoting product and website monitoring.
Negotiates customer freight claims, initiates billing adjustments and arranges product substitutions and returns.
Responsible for updating the Pricing Schedules and ERP/MRP (Fourth Shift now, Oracle in near future) Pricing Module.
Responsible for investigation and resolution of customer complaints.
Acts as a liaison for inter-plant exchanges and activities.
Responsible for timely reporting of on-time delivery, corrective action and Management Review reporting.
Responsible for projecting a professional image for visitor and telephone reception.
Responsible for training back-up personnel, as required
Responsible for maintaining working knowledge of Electronic Data Interchange (EDI)
Includes but is not limited to: set up of new customers, maintenance of current activity, software maintenance and troubleshooting

Candidates most successful in this role possess:
Associates degree or equivalent preferred; and 3 years of related experience or an equivalent combination of education and experience.
Must possess basic skills with office software such as Word, Excel, Access and PowerPoint.
Ability to deal with people both at customer’s organizations as well as within Donaldson in a cordial and empathetic way, staying calm and focused even in difficult circumstances
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.