Customer Service Technician

Job Requisition ID: 66135

Department: Sales & Marketing (DEPT_SALMRKT)

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths.

We are #EnergizedByGrowth.

DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.

General Position Description: The Customer Service Technician (CST) is the inside communication link between OPW and its customers. The CST assists customers, both on the phone and through written correspondence, with orders, ship dates, expedite requests, complaints, and questions. In addition, the CST is courteous, maintains neat, timely and orderly paperwork and assists the regional managers with questions and problems. The goal of the CST is to make ours customers’ interactions with OPW effective and pleasant while ensuring that OPW’s existing terms and conditions are understood and followed with few exceptions.

Responsibilities:

Day-to-day Customer Service activities include:

• Provide quality customer support by managing incoming customer calls (from both assigned geographical region, if any, as well as overflow calls from other regions) in an effective and courteous manner. Phone calls and emails should be answered the same day.
• Assist customers, both on the phone and through written correspondence, with orders, ship dates, expedite requests, complaints, and questions. Provide the necessary follow up to ensure that all customer inquiries, questions, and complaints are resolved in a timely and satisfactory manner.
• Ensure the proper creation and timely handling of all Customer Service paperwork such as sales orders, return goods authorizations, credit/debit memo requests, et al.
• Ensure that all customer service-related paperwork is maintained in neat, accurate and easily accessible files
• Provide inside sales support via telecommunications in a timely manner.
• Always maintain a professional and calm demeanor
• 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.
• Develop strong customer and OPW District Manager relationships within assigned geographic territory
• Be a liaison between Customer Service and Manufacturing by attending meetings with manufacturing and shipping, as requested, to secure product and shipping information for the Customer Service and Sales Team.
• Help expedite orders internally as requested by the Customer Service Mgr. and Sales.

Experience:

• College degree desired, but not required
• Minimum 2-5 years job related experience desired, but not required
• Good working knowledge of Microsoft Word, Excel, and Outlook. Oracle experience a plus.
• Excellent verbal and written communication skills

#LI-RL1

#LI-Remote

Work Arrangement : Onsite

Pay Range: $50,000.00 - $61,000.00 

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.

Benefits: Benefits for this position include:  a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, 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 dfs.hrinquiries@doverfs.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Fraudulent Recruiting Disclaimer:  Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information.  We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process.  Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/.  To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.

This position may be located in: Americas : United States : North Carolina : Smithfield

Job Function : Customer Service; Manufacturing & Operations