Customer Service Representative

Date: Aug 6, 2022

Location: Conyers, GA, US, 30013

Company: Dover Corporation

Our Story:

 

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony.

 

DFR is part of the Refrigeration and Food Equipment segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion.

 

DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.

Job Title:  Customer Service Representative – Parts / Claims              

Location:     Conyers, GA              

 

What we’re looking for: 

 

We are looking for a customer-focused individual who has strong attention to detail and organization. The person in this role will be an advocate for our Customers and for our brands, working to efficiently process warranty claims and provide parts for our Customers and service partners. Additionally, along with the rest of the parts / claims team, this person will capture data to provide our technical teams the information needed to help resolve field issues. The position will report to the Warranty Manager and will be based in our Conyers, GA facility. 

 

What you’ll be responsible for in this role:  

  • Answering phones and responding to emails, providing our Customers with assistance in ordering parts or processing claims 

  • Following established processes and policies when determining warranty coverage and escalation of potential customer disappointments 

  • Maintaining service levels with our customers, ensuring timely and accurate quoting, order placement and follow-up 

  • Tracking orders / shipments and providing Customers with timely updates 

  • Coordinating and scheduling field programs and contractor site visits 

  • Part identification through job order / serial number search or by picture / description 

  • Basic remote troubleshooting 

  • Working with internal functions to provide pricing and lead times for requested parts 

  • Participating in daily management meetings helps identify root causes and countermeasures 

What are the basic qualifications? 

  

  • High school diploma or GED / Equivalency with 3+ years of B2B customer service with focus on after-sale parts / support 

 

What are the preferred qualifications? 

 

  • Technical degree or certification 

 

To be a great fit for the role: 

 

  • Industry knowledge (food retail / commercial refrigeration) 

  • Salesforce service cloud experience 

  • AS400 or DOS-based ERP experience 

  • CRM / Service software experience 

  • Ability to use telephony system 

  • Proficiency with MS Office (Outlook, Excel, Word) 

  • Ability to provide excellent customer service 

  • Be professional and courteous in all situations 

  • Intellectually curious and ability to problem-solve 

  • Strong work ethic and integrity 

 

How We Define Our Values and Why You Should Join Our Team: 

 

The backbone behind our collection of outstanding businesses is a team of dedicated employees who protect and enhance our valued reputation for quality and delivering what we promise. It is our values that define Dover to all our key audiences: our shareholders, customers, prospective employees and especially to ourselves. 

These values must be expressed in our work and embody our actions, as they form the basis by which we do our jobs, make decisions, and measure our performance. It is our unwavering commitment to maintaining our values that defines who we are as a Company. 

 

  • Collaborative Entrepreneurial Spirit  

  • Winning Through Customers 

  • Respects and Values People 

  • Expectations for Results  

  • High Ethical Standards, Openness, and Trust  

 

What’s in it for you?  

 

  • Medical, Dental, and Vision 

  • 401k Retirement Plan 

  • Flexible Spending 

  • Paid Holidays 

 

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. 

 

Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law. 

 


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