Customer Care Representative, Marathon Equipment

Date: Sep 20, 2022

Location: Vernon, AL, US

Company: Dover Corporation

Environmental Solutions Group encompasses industry-leading brands — Heil Environmental, Marathon, Bayne, The Curotto-Can, 3rd Eye, and Soft-Pak — to create a premier, fully integrated equipment group serving the solid waste and recycling industry. Through extensive voice-of-customer outreach, in-house engineering and manufacturing capabilities, a wide-reaching service network, and proven industry expertise, Environmental Solutions Group is focused on solving customer problems through environmentally responsible products and providing world-class support.  For more information, visit www.doveresg.com.

 

ESG is a Dover Corporation operating company. Dover is a diversified global manufacturer and solutions provider with annual revenue of approximately $7 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, 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 over 23,000 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.

 

Operating Company: Environmental Solutions Group – Marathon Equipment

Location: Vernon, AL

Reports to: Customer Care Supervisor

Department: Customer Care

 

POSITION SUMMARY:

Primarily responsible for supporting the Sales Department and maintaining customer relationships.

 

ESSENTIAL JOB FUNCTIONS INCLUDE:

  • Corresponds with Regional Sales Managers regarding customer accounts and resolves problems.
  • Coordinates with customer, Regional Sales Manager and all departments to resolve scheduling conflicts and other issues.
  • Follows up on customer orders to ensure customer is aware of order manufacturing and delivery dates and resolves conflicts, ensuring customer satisfaction.
  • Coordinates installations with the customer and installer, as needed.
  • Build and maintain good working relationship with customers.
  • Follows up with Shipping Department concerning delivery dates for customer orders and ensures customers are informed.
  • Reviews installation purchase orders issued and ensures all documents are received and correct before entering in ERP system.
  • Maintains database of service provider insurance certificates.
  • Research customer payment and vendor payment issues.
  • Prepares quarterly reports for cooperative purchasing group and requests payments.
  • Prepares documents requested by internal and external auditors.
  • Facilitates order review process and updates sales orders in ERP system.
  • Responsible for daily sales invoicing for equipment and parts orders.
  • Should possess or be willing to obtain a notary public to facilitate processing lien waivers.
  • Monitor and maintain office supplies for department and facilitates copier supply orders and service requests.
  • Receives incoming calls for customer products including troubleshooting and specifying equipment when the customer is not sure which piece of equipment is appropriate.
  • Inputs product orders into computer and insures computer information backup.
  • Notifies customer of product prices, delivery dates and technical information regarding products and parts.
  • Provides written price quotations per customer requests for standard and special equipment.
  • Initiates special price quote requests and sends to Engineering Department.  Calculates price and quotes to customer upon receipt from Engineering, Manufacturing and Purchasing.
  • Must be familiar with and maintain compliance to all Marathon Equipment Company rules and Code of Ethics.
  • Attendance at work, including presence at work during regular working hours or other schedule as may be assigned by the department manager, is essential. Acceptance of overtime assignments may also be required in order to meet departmental goals and objectives.
  • The individual should be able to multi-task numerous job responsibilities with minimal direction. The CCR will work in a self-directed work team to meet company objectives while supporting and meeting customer demands. The individual will be customer focused and have a "can do" attitude to exceed customer demands while balancing the policies and procedures of the company. The CCR will be an excellent listener with the ability to have a strong phone presence. The individual will be confident and must have the ability to sale ideas, concepts and mechanical components over the phone.
  • Individual should be flexible and willing to learn new skills in a constantly changing and dynamic work environment.
  • Performs other various duties as may be assigned.

 

JOB SPECIFICATIONS:

  • High school diploma required and up to one year of college, technical school or equivalent experience.
  • Requires ability to understand general arithmetic.
  • Speak and write in a clear and understandable manner for internal and external relations.
  • Understand difficult written and verbal instructions.  Requires the ability to read written instructions, correspondence, and other documentation, as well as operate office equipment such as computers and printers.
  • Proficient use of data processing applications, including Microsoft Word and Excel.
  • Technical knowledge of parts and products.
  • Requires normal attention with periods of high concentration intermittently to input product and parts orders into computer and insure computer information backup.

 

DOVER COMPETENCIES:

Builds and Manages Collaborative Relationships 

Customer Impact 

Results Driven 

 

KNOWLEDGE, SKILLS, AND ABILITIES:

Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others.  Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication:  Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel.  Listens to understand input, feedback, and concerns.  Provides complete information in an open, honest, and straightforward manner.  Responds promptly and positively to questions and requests.

Teamwork and Relationships:  Works with other employees willingly and in a spirit of cooperation and teamwork.  Supports cooperation.  Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad.  Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate.  Embraces a positive outlook.  Is respected and trusted by others.

Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements.  Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems.  Works with both internal and external customers to develop solutions which meet company-wide needs and objectives.  Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value.  Shares best practices with other employees across the business.

Accountability:  Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.

 

ABOUT ESG:

Environmental Solutions Group encompasses industry-leading brands — Heil Environmental, Marathon, Bayne, The Curotto-Can, 3rd Eye, and Soft-Pak — to create a premier, fully integrated equipment group serving the solid waste and recycling industry. Through extensive voice-of-customer outreach, in-house engineering and manufacturing capabilities, a wide-reaching service network, and proven industry expertise, Environmental Solutions Group is focused on solving customer problems through environmentally responsible products and providing world-class support.  For more information, visit www.doveresg.com.

 

ESG is a Dover Corporation operating company. Dover is a diversified global manufacturer and solutions provider with annual revenue of approximately $7 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging and Identification, Pumps and Process Solutions, and Refrigeration and 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 over 23,000 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 www.dovercorporation.com.

 

The foundation of our success is found in the ESG Team Terra core values:

  • Collaborative Entrepreneurial Spirit
  • Winning Through Customers
  • High Ethical Standards, Openness, and Trust
  • Expectation for Results
  • Respect and Value People

Available benefits include:  401K, 11 paid annual holidays, medical coverage, life insurance, long-term disability insurance and more!

 

 

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.

This position may be located in: Americas : United States : Alabama : Vernon

Sub Division : Marathon-Vernon

Job Requisition ID : 46427


Nearest Major Market: Mobile AL

Job Segment: Customer Service Representative, ERP, Engineer, Database, Customer Service, Technology, Engineering