Customer Experience Lead

Date: Dec 22, 2021

Location: Richmond, US, 23225

Company: Dover Corporation

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony.

DFR is part of the Refrigeration and Food Equipment segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion.

DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.

Job Title:        Customer Experience Lead – Service Parts            

Location:        Richmond, VA (Plant 2 – Chester)             


What we’re looking for:


We are looking for a team leader who will play an integral role in the daily execution of all activities related to the handling of Claims and Service Parts quotes, orders, and customer communication. The Customer Experience Lead demonstrates expert functional knowledge, a passion for customer service, and fosters a team environment that thrives on adaptability and change.  This person will support the company’s customer service activities by directing team members, resolving customer questions or complaints, and working with functional groups to develop programs and procedures to enhance productivity and performance. The Parts Team Lead frequently serves as liaison between the company and its customers, working with sales and other functional teams to help the organization meet Customer Experience goals.


What you’ll be responsible for in this role:


  • Coordinate with domestic and international Service Parts teams to process daily ticket backlog efficiently and effectively
  • Monitor and escalate aging tickets for timely completion
  • Train new and transitioning team members on Case Parts processes and procedures
  • Act as the subject matter expert to the Parts team
  • Maintain and review all work instructions regularly
  • Champion initiatives related to the reduction/elimination of defects in support of Cx targets
  • Collaborate with internal partners to address supply chain disruptions, customer inquiries
  • Responsible for review, dissemination, and actions of daily reports 
  • Other duties as assigned.

What are the basic qualifications?


  • High School Diploma or GED
  • Minimum five (5) years of direct related industry experience.


What are the preferred qualifications?


  • Bachelor’s Degree


To be a great fit for the role:


  • Must be capable of working in an extremely fast-paced environment requiring strong problem-solving, planning, time management, and communication skills.
  • Ability to influence without authority
  • Good reasoning abilities, resourceful, and well organized
  • Experience with Salesforce, AS400, Excel
  • Effective team coordination and organization skills are vital
  • Ability to perform effectively with written and verbal communication when interacting with customers and directing team members
  • Ability to inspire team members to achieve a common goal

How We Define Our Values and Why You Should Join Our Team:


The backbone behind our collection of outstanding businesses is a team of dedicated employees who protect and enhance our valued reputation for quality and delivering what we promise. It’s our values that define Dover to all of our key audiences: our shareholders, customers, prospective employees and especially to ourselves.


These values must be expressed in our work and embody our actions, as they form the basis by which we do our jobs, make decisions and measure our performance. It’s our unwavering commitment to maintaining our values that defines who we are as a Company.


  • Collaborative Entrepreneurial Spirit
  • Winning Through Customers
  • Respects and Values People
  • Expectations for Results
  • High Ethical Standards, Openness, and Trust


What’s in it for you? (Comprehensive Benefit Package)


  • Medical, Dental, and Vision
  • 401k Retirement Plan
  • Flexible Spending
  • Paid Holidays

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.                                             

Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on 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: Richmond

Job Segment: Mid-Range, Supply, Power Systems, Supply Chain, Technology, Operations, Energy