Customer Service Specialist III

About Us

CPC is the global leader in fluid connection technologies. Throughout our nearly 50-year history, we’ve succeeded by focusing on customer needs, engineering innovative solutions, and creating a positive, high-performance work environment. Our collaborative, talented team is fully dedicated to helping our customers achieve their goals. CPC’s technical expertise and commitment to quality makes effective, optimized fluid management possible across a wide range of applications. Today, CPC serves biopharmaceutical, thermal management (liquid cooling of electronics), medical, industrial, and chemical handling markets. Our breadth and depth of knowledge in low-pressure connectors empowers us to recommend the right solution even in the most demanding fluid management requirements.

CPC, A Dover Company, is headquartered in Minneapolis/St. Paul, Minnesota. We have over 700 employees globally across 14 countries.

Your Role

Are you ready to make an impact? As a Customer Service Specialist III, you will play a pivotal role in shaping our organization’s success. You will work closely with our dedicated teams to develop effective solutions that align with CPC’s strategic goals. This is more than just a job; it’s an opportunity to grow, learn, and thrive in a supportive environment.

Responsibilities:

• Provide training for new and current team members, to include new employee training
• Recognize process and policy gaps at department and company level and identify solutions
• Create and distribute weekly and monthly KPI and productivity reports
• Actively participate in projects for process improvement
• Primary point of contact for system testing as related to Specialist role – i.e. system UAT, regress, or enhancement testing as required by CPC or DOVER I.T. teams
• Conduct regular business reviews to monitor year-over-year data for select customers
• Partner with the Global Customer Engagement Manager to provide enhanced experience for CPC customers and channel partners
• Ensure customer satisfaction when interacting with both internal and external customers
• Respond timely and professionally to inquiries from customers, channel partners and sales. Inquiries may include but are not limited to – purchase order status, order change requests, product lead times, custom product updates, billing, pricing, audit, basic product information, website functionality, company information, product compliance
• Complete communications in a timely, thorough manner
• Make consistent informed decisions utilizing process, policy guidelines and customer needs
• Handle Customer Return Material Authorizations (RMAs) associated with customer complaints and quality investigations
• On Time Delivery:
  • Work with internal teams regarding supply, demand, and customer communications
  • Responsible for managing Oracle exception and available-to-promise process to provide customers with the most accurate dates throughout the sales order cycle
  • Proactively manage open customer sales orders to meet delivery dates and provide communication to customers
• Document all activities in Microsoft CRM Cases, to include accurate coding of issues and provide follow-up to resolution if within scope of Specialist responsibilities
• Provide back-up support to Customer Service workflow teams and order entry processing as needed
• Continuous Improvement
  • Partner with stakeholders and be responsible for building the end-to-end processes to remove manual efforts and ensure integrity in our success metrics
  • Conduct root causes analyses and implements routines and behaviors into daily operations to eliminate waste from the production and distribution process.
  • Collaborate with internal teams to ensure customer requirements and goals are met
  • Synthesize and communicate findings and recommendations to business and process leaders
• Act as a point of contact for inquires and escalations for Specialist IIs
• Account Setup and Maintenance
• Conduct regular contact quality checks of Specialist Is and IIs to assess adherence to company standards, identifying areas for improvement, and provide constructive feedback to leadership
• Lead and facilitate training sessions for the team, ensuring staff are equipped with the knowledge, skills and tools to meet performance expectations and deliver exceptional customer service
• Business Development
  • Primary point of contact for a select group of strategic/growth customers, focusing on creating strategies that remove obstacles and provide customers with ways to reach their objectives. 
  • Advocate for the customer’s needs and provide feedback to internal teams to inform product roadmap, process improvements, and resource allocation.
  • Create a Business Review model to monitor customer health metrics (year-over-year data) and provide actionable insights into sales and consumption trends.
• Performs other job duties as assigned to meet business needs.

Qualifications:

Basic Requirements:

• Bachelor’s degree in business, marketing, communications, supply chain or commiserate experience of 5 years in customer service.
• Experience in a manufacturing customer service team is advantageous.
• Excellent interpersonal and communication skills, both oral and written
• Data Analytics
• Demonstrated success in building relationships with internal and external customers
• This role may require up to 5% travel. Candidates should be comfortable with occasional travel as needed to support business objectives.

Preferred Skills:

• 2+ years of Oracle experience
• 2+ years Microsoft CRM experience

Our Culture

At CPC, we believe that our people are our greatest asset. We foster a culture of respect, collaboration, and high ethical standards, where everyone is empowered to share ideas and grow together.

Growth & Development

We’re dedicated to your professional journey. Our team provides mentorship and resources to help you develop your skills and advance your career. Whether you’re new to the industry or a seasoned professional, we welcome your unique perspective.

Work/Life Balance

We understand the importance of balancing person and professional commitments. CPC operates on a Monday-Friday schedule, with opportunities for 1st and 2nd shift in production and warehouse roles. In addition, we offer generous paid time off, including company-paid holidays and volunteer time, to help you recharge and give back to your community.

Benefits & Compensation

At CPC, we offer a comprehensive benefits package, including but not limited to:

• Health & Welfare Benefits: Medical, Dental, Vision, HSA, FSA, Life Insurance, company-paid Long-Term & Short-Term Disability, Paid Parental Leave, and wellness offerings including onsite gym.
• Retirement Plan: Generous company match, Profit-Sharing, Automatic Enrollment & Contributions
• Salary: $75,000/year - $85,000/year
  • 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.
• Bonus Eligibility: No

• Travel: Up to 5%

Join Us

If you’re ready to be part of an innovative team that values connection and collaboration, we want to hear from you!

We are an equal-opportunity employer, and all qualified applicants will receive consideration for employment. 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.