Customer Service Representative - Manufacturing

Dover Corporation•Boca Raton, FL

16d

About The Position

PSG® is a global expert in pump, metering, and dispensing solutions, dedicated to the safe and efficient transfer of critical fluids. They are also a leading provider of flow meters that optimize fluid distribution. Headquartered in Downers Grove, IL, PSG operates world-class brands across North America, Europe, and Asia, utilizing lean manufacturing in ISO-certified facilities. PSG is part of the Pumps & Process Solutions segment of Dover Corporation. PSG offers a blend of a small company atmosphere with an ownership mindset and the scale, tools, and financial strength of a large company. They are looking for talented professionals to join their team in a friendly, fast-paced environment with exceptional career opportunities.

Requirements

Associate Degree in Sales, Business or related field of specialty.
3+ years of successful customer service and support experience or a successful combination of education, knowledge, and experience.
Proficiency using the Company’s Enterprise Resource Planning (ERP) software, CRM software, communication systems, computer systems, software systems, operating systems, including but not limited to Microsoft Office, PowerPoint, Excel and other related programs.
Strong history of applying continuous improvement concepts and tools.
Strong analytical skills.
Strong interpersonal and leadership skills.
Excellent organizational and time management skills.
Must be able to travel as required and/or directed.

Nice To Haves

Advanced degree in Sales, Business or related field of specialty.
Experience supporting customers in the Marine, Energy, Infrastructure and Recovery markets.
Knowledge of, or experience with geared products, electronics, hydraulics or related mechanical equipment.

Responsibilities

Execution of order management from inbound inquiry through shipment, including sales call conversion to leads and orders, costing requests, order processing, order tracking, expediting, and providing shipment information using CRM, ERP, and customer portals.
Field customer inquiries, qualify leads for direct sales, and manage referrals to distribution.
Communicate PSG terms & conditions and other sales policies to customers.
Provide support to Outside Sales Leaders and Management.
Provide timely order status communications, highlighting potential issues before they impact the customer.
Act as the point person for issue management, coordinating with internal resources for timely resolution and escalating issues as needed.
Monitor and communicate assigned account ER status for critical projects, elevating issues as appropriate.
Effectively communicate technical product specifications to customers/distributor partners and customer expectations to internal/external stakeholders.
Collaborate cross-departmentally to ensure an exceptional customer experience throughout the quote-to-cash process.
Ensure all pre and post-export documentation is completed and filed per PSG’s export policies.
Perform customer audits and other Dover/PSG compliance-related tasks.
Responsible for ongoing continuous improvement and standard work creation for the function.
Initiate action to prevent problems, document quality problems, contribute to problem solutions, verify solution implementation, control further processing when a problem is identified, protect the environment, and prevent pollution.
Analyze or identify areas for correction or improvement.