Job Description

Donaldson – Customer Success Representative

Donaldson is committed to solving the world’s most complex filtration challenges. Employing innovation and breakthrough solutions, we are advancing filtration for a cleaner world. We look for the best people to help us succeed, offering opportunities to learn, effect change, and make meaningful contributions at work and in our communities. This is a place where you can make a world of difference. ​

The Customer Success Representative role is a unique opportunity to work with our customers to ensure their success and satisfaction with Donaldson Industrial Services. This role is a part of Donaldson’s Industrial Smart Services Business and is ideal for people who are experienced and energized working with customers directly, problem-solving, and creating a great customer experience.

Role Responsibilities:

• Become the first touchpoint for our customers to ensure success in running filtration equipment and provide an excellent customer experience.
• Remote monitor customer filtration equipment from your computer to provide remote troubleshooting and technical support directly to customers.
• Track and document customer issues in CRM to ensure all issues are handled.
• Work with customers to offer services and parts based on their needs and your interactions to keep them up and running successfully.
• Liaise closely with our service team to get technicians deployed to solve on-site customer needs.
• Onboard new customers guiding them through the setup of our products and services.
• Help to manage orders for customers and track shipments.
• Act as the first customer contact regarding technical inquiries, scheduling, and shipping.
• Work with customers and partners to drive service renewals.
• Negotiate customer claims, initiates billing adjustments, and arrange product substitutions and returns.

Minimum Qualifications:

• 3+ years of experience in a customer-facing role, preferably in a business setting.
• High school diploma

Preferred Qualifications:

• Energized by customer interaction and problem-solving.
• Previous experience dealing with difficult customers, situations, and issues.
• Previous experience working with Oracle and any CRM system.
• Able to multitask and type quickly to record customer work.
• Strong communication skills both verbal (phone) and written (email).
• Mechanical aptitude or experience with remote technical support

Come make a World of Difference!

Employment opportunities for positions in the United States may require the use of information that is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.