Customer Service Representative

Date: Sep 14, 2022

Location: Red Wing, MN, US

Company: Dover Corporation

Company Overview:

Central Research Laboratories (CRL) is the worldwide expert in hazardous material handling products, offering reliable protection and customized solutions for every application need. For 75 years, CRL has been a trusted supplier of remote handling solutions. Its innovative technologies provide safe and reliable protection for operators working with hazardous and sterile materials in Nuclear and Life Science applications around the world. CRL offers high quality products and exceptional technical expertise and support.

 

CRL is a division of DESTACO, the worldwide leader in the design, manufacture and support of clamping, gripping and transferring solutions for workplace and flexible automation needs. A wide family of brands enables DESTACO to provide market-leading productivity improvement and cost reduction manufacturing solutions for customers in a wide range of industries. DESTACO brings over 100 years of experience to a global marketplace, with approximately half of its sales outside the United States, and manufacturing locations in North America, Europe and Asia.

 

DESTACO is an operating company of Dover Corporation, a multi-billion dollar diversified global manufacturer headquartered in Downers Grove, Illinois. For 65 years, Dover has focused on innovative equipment and components, specialty systems and support services through its five major operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions, and Refrigeration & Food Equipment. The company is committed to being a leader in every market that we serve, with a focus on growth, talent and leadership to fulfill this mission.

 

Position Summary:

The Customer Service Representative for DESTACO is responsible for providing high levels of customer service through accurate and timely response to customer order placement, credit requests, and other customer inquiries. S/he is a key part of DESTACO’s customer interface and responsible for meeting key metrics that contribute to service, quality, and on-time delivery. S/he will demonstrate a sense of urgency to the customer, ensuring follow-up and resolution to build and strengthen customer relationships. S/he will learn and maintain product knowledge and collaborate across the organization to provide accurate and timely information to ensure customer satisfaction.

The Customer Service Representative reports to Projects & Proposals Manager. No travel is required in this position. This position requires the ability to work and communicate globally and virtually with Sales, Product and Applications Engineering, Manufacturing, Field Service and Technical Support.

 

Key Job Responsibilities included but not limited to:

  • Promotes safety awareness with other members of the organization. Promotes accident prevention and employee involvement in regard to a safe work environment.
  • Ensures accurate and timely orders received through phone, fax, email, or other means are processed as soon as possible, ensuring alignment with customer needs including assessing and delivering product packing requirements and most cost-effective method of shipment.
  • Receives and processes order additions, changes, and deletions required by the customer in an accurate and timely manner. Clarifies order discrepancies with the customer. Obtains and records all customer information including billing codes, quantities, product codes, delivery instructions, and special discounts.
  • Provides pricing and availability information to customers as required, collaborating planners and schedulers, expediters, transportation and all other departments to ensure on-time delivery.
  • Provides customers information for all inquiries including product selection, application instructions, samples and literature requested.
  • Manages and resolves customer requests and complaints in a cost effective and timely manner, proactively requesting assistance as needed from other DESTACO departments for quick resolution.
  • Supports sales and product engineers, providing accurate account information, analysis and feedback as the business needs develop and change.
  • Collaborates across the global organization as required, working with other customer service representatives, technical support, sales, field service, product and applications engineering to meet customer needs and deliver superior customer service.
  • Develops and maintains extensive knowledge of products, use, and application of materials.
  • Supports and implements the continuous improvement roadmap for the customer service team. Leverages continuous improvement tools to drive continued operational improvements.
  • Assists with data entry and record maintenance in other departments.

 

Leadership Competencies aligned with Dover and executed in DESTACO with appropriate expectations for the job level:

  • Customer Impact – Creates value for customers addressing known and unknown needs. Knows and understands all aspects of the global market, including: economics (regulatory issues, corporate compliance, etc.), products and services, channels, the customers and their end-markets.
  • Results Driven – Produces results that exceed Dover’s strategic objectives via a combination of planning and implementation, while living the Dover Values.
  • Builds and Manages Collaborative Relationships – Establishes and nurtures numerous relationships within Dover. Takes action to partner with the communities in which we operate and to be an appropriate corporate citizen.

 

Job Requirements:

 

Experience:

  • Requires 2-4 years of experience in customer service. Experience in a manufacturing environment preferred.
  • Experience with MS Office Applications required. Office 2007/10 experience (Word, Excel, Power Point, Access and Project a plus).
  • Experience in using ERP and CRM systems, Oracle and Salesforce.com preferred.
  • Experience with customer satisfaction surveys a plus.

 

Knowledge, Skills and Abilities:

  • High energy, strong interpersonal skills, prefers to work in team environment
  • Analytical thinker, ability to make decisions and problem solve in a timely manner
  • Ability to manage multiple tasks and projects and meet deadlines
  • Flexible, learns quickly, willing to change with the needs of the customer and markets
  • Ability to work collaboratively an maintain positive relationships with colleagues, internal and external customers, and manage stressful situations with a positive attitude
  • Excellent communicator including facilitation, verbal, and written skills
  • Ability to provide service status, and maintain a high level of communication

 

Education and Certification Qualifications:

  • Associates degree in business required or in a related field

 

Travel Requirements

No travel is required

 

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.


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