Customer Service Representative

Date: 05-Dec-2018

Location: Dundee, DND, GB

Company: Dover Corporation

Dover Fueling Solutions (DFS), comprised of the most trusted names in the fuel industry, are global leaders in driving innovation for over 100 years. DFS, the industry's 1st end-to-end fueling solution, provides advanced fuel-dispensing equipment, including systems and payment, automatic tank gauging and wet stock-management solutions. The DFS business is comprised of industry leading brands including Tokheim, Wayne Fueling Systems, Fairbanks, ProGauge, ClearView and OPW Fuel Management Systems. We lead every market we serve with focused expertise, progressive thinking and customer-inspired innovation in order to push the boundaries of performance for our customers and shareholders. To learn more about DFS, visit DFS is part of the Fluids segment of Dover Corporation (NYSE: DOV).


Position Summary:


This is a pivotal role in bringing the voice of the customer into the factory so consideration for meeting the needs of the customer remains central in our operations activity. The Customer Service Representative will proactively build relationships with both internal and external customers and always ensure customer fulfillment with their agreed needs and delivery of products and services.  You will develop a close understanding of the customer’s future needs through close discussions with the Regional Sales Managers to anticipate and prepare for customer requirements. A high degree of customer centric attitude to ensure that whilst we believe that the customer is king, we make every effort to resolve, close out and satisfy the customers’ needs with  a superior performance. You must be a flexible problem solver that our customers are confident to contact no matter what reason. 


An initial requirement to spend time at our Malmo, Sweden site for on the job training may be required.


Essential Functions:


The ideal candidate will perform the following job responsibilities:


  • Manages the customer service performance levels and takes ownership for such performance criteria
  • Manages direct contact with customers before and/or after the sale
  • Supports sales team by developing and maintaining positive customer relation with clients/customers, which can substantially affect service and/or product revenue(s).
  • Works with various departments (planning, engineering, product managers, finance) to meet sales goals.
  • Keep track of his/her customer’s financial situation regarding precharge invoices, credit limits and holds.
  • Set delivery dates and confirm orders to our customers.
  • Control prices and work close to our RSM to solve price exceptions.
  • Close contact with shipping regarding shipments of our products.
  • Understand our company’s compliance policy and work with that.
  • Resolves production scheduling and shipping or invoicing problems
  • Work with getting forecast numbers from sales and customers and constantly follow up so that we meet them.
  • Drive changes related to both production and shipping schedules
  • Work with customer and distributors to constantly develop and train them in the order process.
  • Together with RSM work towards the revenue goals we have per customer.
  • Have weekly meetings with our distributors to discuss future orders, backlog and coming shipments.
  • Be able to coordinate smaller and bigger projects internally and together with our customers


Candidate Experience and Qualification:


  • English and Swedish language skills required.
  • High School qualifications
  • 3-5 years of experience in customer services/inside sales in industry such as automotive or white goods
  • Oracle experience 


Additonal Attributes:


  • Thorough working knowledge of ERP systems
  • Good working knowledge and ability to use office automation software including, but not limited to, Excel, Word, Power Point, and Project. 
  • Excellent written and verbal communication and good presentation skills are required.
  • Thorough knowledge and application of customer service management strategies and concepts.
  • A sense of urgency and good ability to prioritize.
  • Must be able to interact directly with customers and with all levels of our organization. 
  • Russian, French and Spanish language skills would be beneficial for regional support.
  • Ability to deal with ambiguity.
  • Be flexible and be able to meet customers from different cultures and quickly adapt to their needs
  • Be result oriented and understand how different scenarios impact the business
  • Good knowledge of how Operations works and what their needs are to be able to meet and succeed our customer’s needs.  
  • Good attention to detail and problem solving skills.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.


NOTE: Only candidates with recognised EU / UK working rights will be considered for these roles.

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