Customer Service Technical Liaison

For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW’s 125 years of providing industry-leading solutions, visit our website at www.opwglobal.com.

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com.

Position: Customer Service Technical Liaison

Reports to: Sr. Marketing and Customer Experience Manager

Mission Statement: The Customer Service Technical Liaison plays a pivotal role in managing internal activities to ensure optimal commercial support for external and internal customers. Leveraging technical knowledge of products, pricing, and applications, the incumbent innovates and implements strategies to continually enhance the service level provided by Clean Energy Solutions to distributors, end-users, and global business units.

Accountabilities: The Customer Service Technical Liaison is accountable for managing and providing information and assistance to internal and external customers regarding technical issues and requirements, including engineering, shipping, operations, and supply. Serving as the technical liaison between the technical team and customers, this role leads the customer service team in addressing technical inquiries, providing accurate quotes, and facilitating product solutions.

Responsibilities:

• Determine customer service requirements by maintaining close contact with customers, mastering the operational environment, and analyzing information and applications.
• Provide quality customer support by handling incoming customer calls effectively and courteously.
• Continuously improving technical knowledge and staying updated on product features and updates
• Improve customer service quality results by studying, evaluating, and redesigning processes; establish and communicate service metrics; monitor and analyze results; implement changes and update customers regularly.
• Assist customers, both on the phone and through written correspondence, with orders, ship dates, expedited requests, complaints, and questions. Provide the necessary follow-up to ensure that all customer inquiries, questions, and complaints are resolved in a timely and satisfactory manner.
• Maximize customer operational performance by resolving technical questions, planning, shipping, and service problems.
• Attend daily team Gemba meetings and act as the key point person for technical information delivery and response to customer inquiries.
• Manage team customer service reports and allocate standard and rush orders based on business and customer needs.
• Develop and enhance procedures and tools to facilitate ease of doing business for customers.
• Resolve product and service complaints by understanding and clarifying the customer's complaint, helping the customer to determine the cause of the problem, selecting the best solution to resolve the issue, and following up to ensure effective resolution.
• Coordinate with production to schedule and expedite orders as necessary to exceed customer expectations, while maintaining continuous communication with the technical team for operations status, shipping, and engineering updates.
• Recommend process improvements and cost-saving initiatives.
• Undertake other special projects and activities as identified.

Education/Aptitude:

• Bachelor’s degree preferred or equivalent work experience.
• Proficiency in Microsoft applications and Info/XA.
• Strong customer orientation.

Required Experience:

• 3+ years of customer service experience, order entry experience, or 3+ years in a leadership position.
• While not mandatory, a degree in science, information technology, engineering or related field is preferred. We may accept relevant certification or training in lieu of a formal degree.

Personal Characteristics:

• Excellent written and oral communication skills.
• Disciplined work ethic.
• Detail-oriented and well-organized.
• Process orientation.
• Team player.
• Passion for customers and customer service.
• High energy, motivating style.

This position requires a candidate who can effectively blend customer service expertise with technical acumen to ensure seamless communication between customers and technical teams, ultimately enhancing the overall customer experience.

Work Arrangement : Onsite  

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact opwaccommodations@acmecryo.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Fraudulent Recruiting Disclaimer:  Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information.  We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process.  Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/.  To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.

This position may be located in: Americas : United States : Pennsylvania : Allentown

Sub Division : CES - North America

Job Requisition ID : 54561

Job Function : Customer Service