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Customer Service Specialist

Date: Sep 18, 2021

Location: Hamilton, OH, US

Company: Dover Corporation

For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW’s 125 years of providing industry-leading solutions, visit our website at www.opwglobal.com.

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com.

Position Summary:

The Customer Experience and Support Representative (CSR) is responsible for providing high levels of customer service through accurate and timely response to customer inquiries and order placement. The CSR is a key link between company operations and its customers. The CSR supports customers with sales orders, ship dates, expedite requests, questions, and complaints. A CSR is courteous and maintains neat, timely and orderly paperwork. The goal of the CSR is to make our customers’ interactions effective and pleasant while ensuring profitability.

 

Essential Functions:

  • Provide quality customer support by handling incoming customer inquiries, via email, web, and phone, in an effective and courteous manner.
  • Assist customers with orders, ship dates, expedite requests, questions, and complaints. Provide the necessary follow up to ensure that all inquiries are resolved in a timely and satisfactory manner, both on the phone and through written correspondence.
  • Ensure the proper creation and timely handling of all paperwork such as sales orders, return goods authorizations, credit/debit memo requests, etc.
  • Resolve product and/or service complaints by understanding and clarifying the customer's complaint, helping the customer to determine the cause the problem, selecting the best solution to resolve the issue and following up to ensure effective resolution.
  • Learn company products, applications, policies, and procedures, as needed, to support customers.
  • Provide inside sales support, including identifying leads for Regional Sales Managers.
  • Demonstrate collaborative, cross-functional support with value and respect for all employees.
  • Develop strong customer and Regional Sales Manager relationships.
  • Achieve appropriate performance and quality metrics through standardized use of customer relationship management (Salesforce) and/or enterprise resource planning software (Oracle) to document and report on key activities (troubleshooting, diagnosing, corrective actions and follow-up etc.).
  • Other duties as assigned.

 

Qualifications & Requirements:

  • Must be 18 years of age, or older, and have legal status to work in the United States.
  • Must possess High School Diploma, GED or equivalent; Associate or bachelor’s degree is preferred.
  • 2+ years of experience performing in a customer-focused environment; experience in a manufacturing environment is preferred.
  • Fluent communication skills in English, both spoken and written.
  • Capability to use Microsoft Office applications (Outlook, Teams, Excel, Word, Power BI); intermediate level preferred.

 

Knowledge, Skills & Abilities:

  • Anticipate, understand, and respond to the needs of internal and external customers, to meet or exceed their expectations.
  • Demonstrate independence, dependability, and flexibility to prioritize and manage work.
  • Excellent written and oral communications skills.
  • Strong communication, interpersonal and problem-solving skills.
  • Positive attitude, willingness to learn and a “can-do” outlook.
  • Maintain a professional work ethic and demeanor.
  • Ability to quickly adapt in a fast-paced work environment.
  • Detail oriented and well organized.
  • Ability to learn Oracle, Salesforce, and other software.

 

Work Hours & Benefits:

This position is based out of OPW Corporate Headquarters located in West Chester, OH (greater Cincinnati area). Our Comprehensive Benefit Package includes:

  • Paid Vacation & Holidays
  • Medical, Dental, and Vision Insurance
  • 401k Retirement Plan
  • Healthcare Flexible Spending Accounts

 

NOTE: Reasonable accommodations may be provided, to enable individuals with disabilities to perform the essential functions.

 

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: Cincinnati

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