Customer Service Representative

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 approximately $8 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 25,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Why PSG-California?

• Rate of $23.50 per hour
• Eligibility to Participate in Annual Incentive Program
• 3 Weeks’ Vacation
• 11 Holidays
• 2 Floating Holidays
• 40 Hours Paid Sick Time
• Medical, Dental, Vision, & Life Insurance Day One
• Education Assistance Eligibility
• 401K with Match

Summary:

The Customer Service Representative (CSR) is responsible for responding to customer inquiries and requests, processing orders, and coordinating the handling of customer concerns in a timely manner.  The CSR is also responsible for sales order data entry and work to improve departmental efficiencies and create cost savings on an on-going basis.

Education:

High School Diploma required.  Associate degree in business or related field is preferred.

Experience:

• Three to five (3-5) years’ experience providing customer service in a contact center environment
• Manufacturing environment experience preferred
• Experience with pumps and related products is a plus
• International customer service experience is a plus
• Experience with Oracle and CRM tools is a plus
• Experience supporting distributors is a plus

Knowledge, Skills and Abilities:

• Working knowledge of domestic and international shipping processes

• Understanding of contact center technology
• Ability to prioritize and organize a demanding workload in a fast-paced environment
• Ability to work cross functionally in a complex/matrixed business environment
• Possess intermediate written and oral English communication skills.
• Detail oriented and problem-solving skills
• Self-motivated, flexible, and a team player
• Ability to learn quickly and work independently
• Proficiency in MS Office suite (Outlook, PowerPoint, Word, and Excel)
• Intermediate typing skills required.  Type 40 WPM minimum & 10-key by touch desired

Duties and Responsibilities:

The CSR will have several roles and responsibilities including, but not limited to:

• Respond to incoming end-user and distributor communications, regarding prices, routing, shipping dates, shortages, mis-shipped orders, add freight charges, and returns
• Respond to customer inquiries and complaints in a thorough and professional manner
• Maintain accurate and detailed customer records in Oracle and CRM systems
• Refer end-users to the local distributors in their area as necessary
• Process all orders pertaining to standard, priority, extra discount, short shipment, RMA, and goodwill.
• Ensure the accuracy of pricing and discounts on customer purchase orders
• Maintain and monitor expedites, extra discounts and contract pricing orders
• Review inbound orders (fax, e-mail, e-portal), order holds, backlog, and follow-up as necessary
• 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 relative to order status and/or changes
• Monitor recurring reports including: open order and order holds for anomalies and take action as necessary
• Assist with coaching & training (shadowing) of new hires to deliver exceptional service
• Responsible for any other duties as assigned by the CS Supervisor
• Must be knowledgeable of and adhere to the Company's policies and procedures
• Must demonstrate commitment to safety & continual improvement of 5S performance, registered standards, company policy, integrity, ethics, and legal compliance
• All other duties assigned

Travel: Generally, travel is not 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.

The work is predominantly sedentary and requires minimal or negligible physical exertion. The employee is normally seated; however, the nature of the work allows for periods of standing or walking at will. Strength to lift or carry files weighing up to ten (10) pounds; vision to read printed materials and computer screen, and ability to hear and speech to communicate in person or over the telephone.

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.

Work Arrangement : [[On-site]]  

Salary Rate : [[$23.50 an hour]]

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.

Job Function : Manufacturing & Operations; Administrative; Customer Service