Customer Service Technical Support Specialist

PSG® is the global pump, metering and dispensing-solution expert, enabling the safe and efficient transfer of critical and valuable fluids that require optimal performance and reliability in applications where it matters most. Additionally, PSG is a leading provider of flow meters designed to reduce waste and downtime while accurately measuring, monitoring and controlling the distribution of fluids. Headquartered in Downers Grove, IL, USA, PSG is comprised of several world-class brands, including Abaque®, All-Flo™, Almatec®, Blackmer®, Ebsray®, em-tec®, Griswold®, Hydro™, Malema™, Mouvex®, Neptune®, PSG® Biotech, Quantex™, 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 & Process Solutions segment of Dover Corporation. For additional information on PSG, please visit psgdover.com.

We thrive on winning and being number one; and are always looking to add the best and brightest to our talented team of professionals. 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, expertise, and financial strength with 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.

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 over $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 65 years, our team of over 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

POSITION SUMMARY:

The CS Technical Support Specialist is an integral part of the Sales & Customer Service Team for Hydro Systems, acting as the inside communication link between the company and our customers. The CS Technical Support Specialist assists customers, both on the phone and through written correspondence, with order entry, order status requests, expedite requests, quality complaints, export documentation, and technical support. Utilizing Salesforce CRM, cases are assigned to the CS Technical Support Specialist and managed until customer request is completed. This individual is customer centric, process oriented, possesses technical aptitude, and communicates clearly and professionally. Key metrics for this position include case response time, case closure rate, and customer satisfaction scores.

PRIMARY RESPONSIBILITIES/DUTIES:

• Process Orders, ensuring accuracy of ship-to location, pricing, payment terms, freight terms, Incoterms, contact information, and shipping notes in accordance with customer Purchase Order.
• Process RMAs and Credits, documenting reason for return and internal disposition (quality review, return to stock, etc.) noting if restocking fees should apply.
• Assist customer with inquiries regarding order revisions, order status, date change requests, and cancellation requests.
• Assist customers with technical product questions, including product selection based on application, installation guidance, troubleshooting assistance, and repair part recommendations.
• Provide export documentation to Shipping team and/or freight brokers on international orders and arrange shipment pickup on Third Party freight orders.
• Manage Salesforce cases, accurately documenting case details and ensuring cases are not closed until customer request has been fully resolved.
• Answer customer phone calls, documenting call details in Salesforce.
• Maintain customer master records in Oracle, namely customer notes displayed on order acknowledgments, pick slips, and invoices.
• Keep an organized record of export shipment documentation and review EEI filings for accuracy.
• Act as a liaison between the customer and internal departments including Sales, Operations, Finance, Planning, Engineering, Logistics, and Purchasing.
• Provide feedback to our internal departments relating to order status and/or changes.
• Support market research by asking the customer appropriate questions.
• Participate in root cause analysis for customer impacting issues and assist in implementing corrective actions.
• Other duties as required.

EXPERIENCE/EDUCATION & REQUIREMENTS:

• Must possess a High School Diploma, GED or equivalent.
• [Preferred] 2+ years’ experience with performing in a customer-focused and goal-driven environment.

• Strong mechanical aptitude and problem-solving ability.
• Ability to read and understand mechanical assembly drawings, electrical schematics, and other technical documents.
• Working knowledge of domestic and international shipping processes.
• Excellent communication skills, including ability to listen, communicate clearly and professionally (over the phone, via email, and in person), and de-escalate customers.
• Strong interpersonal skills, including ability to interact with a wide range of customers and personalities with respect, and build lasting customer relationships.
• Knowledge of Lean Manufacturing and Continuous Improvement Principles.
• Proficiency in MS Office suite (Outlook, PowerPoint, Word, and Excel). 
• Experience with Oracle and Salesforce CRM tools is a plus.
• Fluency in Spanish is a plus.

Work Arrangement : Onsite

Pay Range: $45,062.00 - $55,886.00 annually.

Bonus Eligible: This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan.

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.

Benefits: Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including 11 paid holidays per calendar year, paid vacation days beginning at 120 hours annually, 40 paid sick leave hours annually or as provided under state and local paid sick leave laws, tuition assistance; business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies. 

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 accommodations@psgdover.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Job Function : Customer Service; Engineering; Manufacturing & Operations; Other; Sales

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