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Customer Service Rep

Date: Jun 12, 2021

Location: Salisbury, MD, US, 21801

Company: Dover Corporation

Connecting and Protecting People, Microwave Products Group (MPG) is a leading global provider of mission-critical engineered electronic components and subsystems comprised of four business units in five manufacturing locations.  Our brand names are recognized globally including:  BSC Filters, York, UK; Dow-Key Microwave, Ventura, CA; K&L Microwave, Salisbury, Maryland and Dominican Republic and Pole/Zero, West Chester, OH.
Our expertise is the design and manufacture of communications-based specialty products – engineered components and subsystems – for demanding military, space, commercial aerospace/industrial, and telecom infrastructure applications where function and reliability are crucial.

 

POSITION OVERVIEW:

Receives customer inquiries which include: Quotations Requests, Purchase Orders, Return Material Authorizations, and Expedites, and Complaints. Works to resolve said inquiries in a timely fashion for both the customer and our organization. Provides comprehensive information to the Customer which includes but not limited to ship dates, part status, technical concerns, contract review concerns, and shipping details. Works closely with the Territory Managers to establish working relationships with our customers. The Customer Service Representative is the inside face for the customer.  They work to Coordinate resolutions with Production supervisors/Mangers, Purchasing, Materials, and Customers on various concerns regarding the Sale of Products. Ensures customer satisfaction in determining the best method to resolve problems and to adhere to company policies. Utilizes the computer to prepare sales orders, quote headers, spreadsheets, sales documentation, Return Material Authorizations, and other related documents. Provides assistance to Accounting with gathering the required forms from customers for credit requirements. Must demonstrate a willingness to adapt to a Lean Environment and demonstrates the use of Lean Principles. Understanding White Belt and how we can work to improve process flow.

 

ESSENTIAL DUTIES AND RESPONSIBLITIES:

  • Creation of Quotation Headers in CRM
  • Order Entry within IFS
  • Creation of Return Material Authorizations - IFS/Everest
  • Screening of Customers (Visual Compliance)
  • Maintain Records (Order Entry as needed)
  • Contract Review
  • Reps and Certs
  • Maintains Customer Portals (Example: ExoStar)
  • Ability to Communicate with Customers to follow up on Quotations and Orders
  • Willingness to work in a team environment
  • Excellent Oral and Communication Skills
  • Negotiation Skills
  • Establish Relationships with customers
  • White Belt Trained

 

QUALIFICATIONS SUMMARY:

High school diploma or GED, plus 2-4 years of direct customer service experience and conflict resolution skills.  Must have typing speeds of 40 wpm or greater at 100% accuracy.  Must possess excellent verbal and written communication skills as well as be detailed oriented.  A Team player. Proficiency in Microsoft Office Suite required (Excel, Power-Point, Access, Word, and Outlook).  Ability to navigate within “IFS” & "CRM" the company business system and understand customer order loading. Ability to negotiate contracts for Terms and Conditions. Ability to read, analyze and interpret contracts, technical procedures, and/or governmental regulations for Contract Review.  Ability to write reports, spreadsheets, etc.  Ability to communicate clearly and effectively. Higher math skills with the ability to calculate discounts, interest, commissions, proportions, percentages, etc.   Ability to define problems, collects data, establish facts and draw valid conclusions.

 

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: Salisbury

Job Segment: Customer Service Representative, Telecommunications, Telecom, Customer Service, Technology, Sales