Customer Service 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.

em-tec is located in Finning, Germany, and has a 30-year history of producing innovative flow measurement equipment used in connection with cardiac, vascular and transplant surgery, dialysis and "life support" procedures, automated bioprocess monitoring, and laboratory and industrial processes where flexible tubing is used. The business was acquired by PSG in 2020. The medical segment, centered around larger Key Accounts, represents the largest share of the em-tec business with the balance primarily in Bioprocessing.

Position Summary: As Customer Service Specialist (f/m/d) at em-tec you will be the first point of contact for all our customer inquiries regarding our products and services. Customer centricity and satisfaction are therefore your top priorities. Your role is to ensure a positive and efficient customer experience by responding to questions, resolving issues, and addressing concerns internally and externally. You will be the primarily responsible for managing order processing and maintaining customer relationships.

Essential Duties and Responsibilities:

Order Management:

• Drive the entire order process from quotation to invoicing as the main person responsible
• Create order, shipment and invoice documents within our ERP system, ensuring that all actions are properly documented and aligned
• Create customer-specific offers in collaboration with the respective Sales Manager
• Prepare necessary export documents for international shipments and track them until they arrive at their foreseen destination
• Actively manage larger frame orders, with a focus on both shipped and outstanding demand

Customer Relationship Management:

• Build and develop collaborative relationships with our customers by providing high-level customer service
• Respond to allcustomer inquiries via phone or e-mail in time and address them internally if not solved directly. Follow up regularly until the issue is resolved, always keeping, always having customer satisfaction in mind 
• Develop knowledge about our customers and their markets creating valuable insight supporting our Sales Representatives
• Anticipate our customers’ stock level working with a consultant approach to ensure continous supply chains
• Manage and maintain our customer and sales data within our CRM system 

Data Quality and Compliance:

• Act as quality control for all data within our ERP and CRM Tool, addressing non-conformities to the managers responsible making sure all data is always correct and up to data
• Ensure all sales related activities performed are compliant with the applicable Quality Management System (ISO 13485) and its regulations
• Be responsible for ensuring personal and company compliance with all Federal, State, local and company regulations, policies, and procedures

Qualifications/Requirements:

• Bachelor’s Degree is a requirement
• Minimum 3 years’ experience in Customer Service activities
• Solid knowledge of CRM tools, preferably Salesforce
• Strong affinity for technology and learning new systems - profound knowledge of Enterprise Resource Planning (ERP) systems and/or reporting tools is a plus
• Aptitude for dealing with people in a customer-oriented and international environment
• Advanced profiency in MS Excel, good knowledge of MS office
• Fluency in English is essential

Personal Attributes:

• Customer and service oriented
• Commercially mindset with a strong sense for potential sales opportunities
• Excellent communication skills, social and a team player
• Self-organized with the ability to think beyond
• Flexible, change embracing
• High level of accuracy and attention to detail
• Strong ability to organize and prioritize tasks in a dynamic, fast paced environment
• Confident in handling ad-hoc issues while maintaining structure and focus

#SWE #LI-EO1

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.

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.