Loading...
 

Customer Service Director

Date: Jan 1, 2022

Location: Grand Terrace, CA, 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.

Summary:

The Director of Customer Service will lead our Customer Service Team, driving customer excellence and improved service. The incumbent must be analytically driven, entrepreneurial, and a creative problem solver who knows how to lead and execute in order to be successful in this role.

This position will regularly interact with employees, all levels of management across the PSG and commercial customers with the end-goal of improving customer satisfaction and efficiencies in Sales Order Management. This person will be the primary driver within special projects such as re-alignment of channel partner support, implementation of CRM tools, and initiatives to ensure departmental impacts are clearly and accurately communicated as needed. 

 

Education: A Bachelor's degree in business or a related field is required.

 

Experience:

  • 5+ year proven working experience as a Customer Service Manager/Director level with multiple complex initiatives from conception to execution in a fast-paced work environment.
  • Experience in a manufacturing environment.
  • Global/International Customer service experience preferred.
  • Working experience with Oracle and CRM tools is a plus!

 

Knowledge, Skills and Abilities:

  • Understanding of call center technology, workforce management.
  • Ability to prioritize and organize a demanding workload in a fast-paced environment.
  • Agility to work cross functionally and across a large, complex matrixed business to accomplish results.
  • Excellent communication skills (verbal and written).
  • Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word and Outlook) at the advanced level preferred.
  • Highly organized, with strong and disciplined program and project management.
  • Strong data analytics skills and ability to translate data into actionable information.

 

Duties and Responsibilities:

  • Lead the day-to-day operations of the Customer Service Team to ensure excellent service and overall satisfaction, adherence to standard operating procedures and a high-efficiency completion of tasks.
  • Manage, develop/mentor, and grow Customer Service Team to support ever changing business needs.
  • Lead and advocate as the Voice of the Customer in key meetings and projects.
  • Collaborate with peers in Sales, Product Management, Applications Engineering and Operations to identify and develop new opportunities for expanded support.
  • Continuously evaluate processes and results with a view to (a) improve customer experience, (b) provide consistent and scalable customer support, (c) eliminate duplicate, unnecessary, or non-value-add work.
  • Develop and deliver reporting metrics related to key goals and performance indicators to the business.
  • Set performance standards to meet service needs of both internal and external customers to meet our strategic objectives and company goals.
  • Responsible for ensuring customer service metrics are met while supporting sales and product management.
  • Lead process improvement and systems projects to improve efficiency, support business development and improve service to customers.
  • Handle escalated customer complaints.
  • All other duties assigned.

​​​​​​​

Travel:

          Generally, travel is not required

 X        Limited travel required

           Regular travel required

           Frequent travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee for successful performance of the essential functions of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions of this position.

While performing the duties of this position, the employee is required to use hands regularly to finger, handle or feel objects, tools, controls, and equipment. The employee is required to see, speak, listen, and hear.  The employee must be able to walk, sit for long periods of time and stand. The employee may lift to 20 lbs., and occasionally kneels and bends.  

 

Work Environment:

Works majority of the day in a climate-controlled environment, except for occasionally performing work on the manufacturing floor, which is subject to moderate changes in temperature. The manufacturing environment is subject to moderate changes in temperature and the employee will be exposed to typical hazards of noise, flying debris, and overhead hazards requiring the use of proper PPE (Personal Protective Equipment).

This position may also require overtime as necessary. The company reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

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: Riverside
Nearest Secondary Market: Los Angeles

Job Segment: Manager, Engineer, Database, Oracle, Customer Service, Management, Engineering, Technology