Customer Service Representative

Date: Apr 14, 2021

Location: Auburn Hills, MI, US

Company: Dover Corporation

Customer Service Representative

Company Overview:
DESTACO, a Dover Company, is a global leader in the design and manufacture of high-performance automation, workholding, and remote handling solutions.  The company serves customers in variety of end-markets, including the automotive, life sciences, consumer goods, packaging, aerospace, and nuclear sectors.  

Built on a legacy of over 100 years, DESTACO offers a comprehensive portfolio of products to engineer precise movement, placement and control solutions that drive productivity and uptime for manufacturers around the world.  The DESTACO family of products consists of industry-leading brands such as DESTACO Manual and Power Clamps, Camco and Ferguson Indexers, Robohand Grippers and CRL Manipulators and Transfer Ports.  

DESTACO is headquartered in Auburn Hills, Michigan, and operates globally through ~800 employees across 14 locations.

Dover is a diversified global manufacturer with annual revenues of $7 billion.  The company delivers innovative equipment and components, specialty systems, and support services through five major operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions, and Refrigeration & Food Equipment.  Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV.” 

Position Summary:
The Customer Service Representative for DESTACO is responsible for providing high levels of customer service through accurate and timely response to customer order placement, credit requests, and other customer inquiries.   S/he is a key part of DESTACO’s customer interface and responsible for meeting key metrics that contribute to service, quality, and on-time delivery.  S/he will demonstrate a sense of urgency to the customer, ensuring follow-up and resolution to build and strengthen customer relationships. S/he will learn and maintain product knowledge and collaborate across the organization to provide accurate and timely information to ensure customer satisfaction.


The Customer Service Representative reports to Customer Service Supervisor and is located in Auburn Hills, MI.  No travel is required in this position.  This position requires the ability to work and communicate globally and virtually with Sales, Product and Applications Engineering, Manufacturing, Field Service and Technical Support. 


Key Job Responsibilities included but not limited to: 
•    Promotes safety awareness with other members of the organization.  Promotes accident prevention and employee involvement in regard to a safe work environment. 
•    Supports and implements the continuous improvement roadmap for the customer service team. Leverages continuous improvement tools to drive continued operational improvements.
•    Ensures orders received through phone, fax, email, EDI, or other means are processed accurately and timely, ensuring alignment with customer needs including assessing and delivering product packing requirements and most cost-effective method of shipment.
•    Receives and processes order additions, changes, and deletions required by the customer in an accurate and timely manner.  Clarifies order discrepancies with the customer.  Obtains and records all customer information including billing codes, quantities, product codes, delivery instructions, and special discounts. 
•    Support Call Center daily, as needed.
•    Update Oracle with all customer standard information, such as the appropriate sales channel, discount code, and market segment (if known)
•    Provides pricing and availability information to customers as required, collaborating planners and schedulers, expediters, transportation and all other departments to ensure on-time delivery.
•    Provides customers information for all inquiries including product selection, application instructions, samples and literature requested.
•    Manages and resolves customer requests and complaints in a cost effective and timely manner, proactively requesting assistance as needed from other DESTACO departments for quick resolution. 
•    Supports sales and product engineers, providing accurate account information, analysis and feedback as the business needs develop and change.
•    Collaborates across the global organization as required, working with other customer service representatives, technical support, sales, field service, product and applications engineering to meet customer needs and deliver superior customer service. 
•    Develops and maintains extensive knowledge of products, use, and application of materials.
•    Maintain key performance indicators as set by the team at the beginning of the year.  


Leadership Competencies aligned with Dover and executed in DESTACO with appropriate expectations for the job level:
•    Customer Impact – Creates value for customers addressing known and unknown needs. Knows and understands all aspects of the global market, including: economics (regulatory issues, corporate compliance, etc.), products and services, channels, the customers and their end-markets.
•    Results Driven – Produces results that exceed Dover’s strategic objectives via a combination of planning and implementation, while living the Dover Values.
•    Builds and Manages Collaborative Relationships – Establishes and nurtures numerous relationships within Dover. Takes action to partner with the communities in which we operate and to be an appropriate corporate citizen.


Job Requirements: 

•    Requires 2-4 years of experience in customer service. Experience in a manufacturing environment preferred. 
•    Experience with MS Office Applications required. Office 2007/10 experience (Word, Excel, Power Point, Access and Project a plus).
•    Experience with customer satisfaction surveys a plus.


Knowledge, Skills and Abilities:
•    High energy, strong interpersonal skills, prefers to work in team environment
•    Analytical thinker, ability to make decisions and problem solve in a timely manner 
•    Ability to manage multiple tasks and projects and meet deadlines
•    Flexible, learns quickly, willing to change with the needs of the customer and markets
•    Ability to work collaboratively an maintain positive relationships with colleagues, internal and external customers, and manage stressful situations with a positive attitude
•    Excellent communicator including facilitation, verbal, and written skills
•    Ability to provide service status, and maintain a high level of communication


Education and Certification Qualifications:
•    Associates degree in business required or in a related field


Travel Requirements:
•    No travel is required

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.


Nearest Major Market: Detroit

Job Segment: Customer Service Representative, Engineer, Database, Oracle, Customer Service, Engineering, Technology