Customer Service Specialist

Date: Oct 9, 2021

Location: Cincinnati, OH, US

Company: Dover Corporation

PSG is a global pump and dispensing solution expert and leading manufacturer of pumps, systems and related flow-control technology for the safe and efficient transfer of critical and valuable fluids and materials. Headquartered in Oakbrook Terrace, IL, USA, PSG is comprised of several world-class brands, including Abaque™, All-Flo, Almatec®, Blackmer®, Ebsray®, EnviroGear®, Griswold®, Hydro Systems, Mouvex®, Neptune™, Quattroflow™ and Wilden®. PSG products are manufactured on three continents, North America, Europe and Asia, in state-of-the-art facilities that practice lean manufacturing and are ISO-certified. PSG is part of the Pumps and Process Solutions segment of Dover Corporation. For additional information on PSG, please visit psgdover.com. PSG: Where Innovation Flows.
We are an organization on the move, always looking for talented and ambitious people with a desire to help us grow our business. We thrive on winning and being number one. PSG offers a unique combination of the both small company atmosphere: with an ownership mindset that allows you to make close-to-the-customer decisions; an innovative approach in seeing beyond what is possible today and entrepreneurial spirit in the pursuit of new opportunities;  combined with benefits of a large company’s scale, tools, career planning and financial strength of Dover. Join PSG, a growing global company where your curiosity, hard work and ambition is rewarded with exceptional career opportunities in a friendly & fast paced environment. Welcome aboard!

PSG is part of the Pumps and Process Solutions segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer and solutions provider with annual revenue of approximately $7 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments. Recognized for our entrepreneurial approach for over 60 years, our team of over 23,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Position Summary:

The Customer Service Specialist (CSR) is the inside communication link between the company and its customers. The CSR assists customers, both on the phone and through written correspondence, with orders, ship dates, expedite requests, complaints, and questions. In addition, the CSR maintains neat, timely and orderly paperwork and assists the regional sales managers with questions and problems. The goal of the CSR is to make our customers’ interactions effective and pleasant while ensuring that our existing terms and conditions are understood and followed.

Essential Duties and Responsibilities:

  • Provide quality customer support in a timely, courteous, and effective fashion.
  • Build relationships through incoming telephone calls and emails.
  • Assist customers, both on the phone and through written correspondence, with orders, ship dates, expedite 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.
  • Ensure the proper creation and timely handling of all Customer Service paperwork such as sales orders, return goods authorizations, credit/debit memo requests, etc.
  • Prepare all necessary documentation for international shipments including but not limited to trade compliance documentation.
  • Ensure that all customer service-related paperwork is maintained in neat, accurate and easily accessible files.
  • Work collaboratively with all internal teams.
  • Learn company products, applications, policies, and procedures as needed to support customers.
  • Identify leads for Regional Sales Managers.
  • Maintain a professional and calm demeanor at all times.
  • Resolve product and/or service issues by helping the customer determine the cause of the concern, select the best solution to resolve the issue and follow up to ensure effective resolution.
  • Ability to meet and sustain all department performance metrics.
  • Innovative thinker who can continually improve processes over time.
  • Other duties as assigned.


Qualifications and Requirements

  • Strong interpersonal skills and problem-solving skills.
  • Must possess High School Diploma, GED or equivalent, Associate's degree preferred.
  • 3-5 year’s experience with performing in a customer-focused and goal-driven environment preferred.
  • Proficient communication skills (English) both spoken and written.
    • Ability to communicate in German, Chinese, and/or Spanish a preferred. 
  • Proficient with Microsoft Office
  • Previous experience with Salesforce, Oracle, OBIEE, and ERP is preferred.

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: Cincinnati

Job Segment: Database, Oracle, ERP, Customer Service, Technology