Customer Service Representative

Dover Corporation • Boca Raton, FL

4d • Onsite

About The Position

PSG® is a global expert in pump, metering, and dispensing solutions, ensuring the safe and efficient transfer of critical fluids. They also provide flow meters for accurate measurement and control. Headquartered in Downers Grove, IL, PSG comprises several well-known brands and operates state-of-the-art, ISO-certified manufacturing facilities on three continents. PSG is part of the Pumps & Process Solutions segment of Dover Corporation. The company fosters a culture that combines a small-company atmosphere with the resources of a large corporation, encouraging an ownership mindset, innovation, and an entrepreneurial spirit. This role is responsible for assisting Outside Sales Leaders of major accounts and providing the highest level of customer support for internal and external customers, representing all PSG brands in alignment with the company's strategic business growth objectives.

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.

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.
• Must be able to travel as required and/or directed.
• 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.

Responsibilities

• Execution of order management from inbound inquiry through shipment, including sales call conversion, costing requests, order processing, order tracking, expediting, and providing shipment information using CRM, ERP, and customer portals.
• Field customer inquiries, qualify them for direct sales, and manage referrals to distribution when necessary.
• Understand and clearly communicate PSG terms & conditions and other sales policies to customers.
• Provide support to Outside Sales Leaders and Management.
• Communicate timely order status, focusing on potential issues before customer impact.
• Act as the point person for issue management by coordinating and consulting with internal resources for timely and effective resolution.
• Escalate issues as required to ensure commitments are met.
• Monitor and communicate assigned account ER status for critical projects, elevating as appropriate if issues arise.
• Effectively communicate technical product specifications to customers/distributor partners and customer expectations to internal and 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 properly filed per PSG’s export policies.
• Perform customer audits and other Dover/PSG compliance-related tasks as required.
• Responsible for ongoing continuous improvement and standard work creation for the function.
• Follow ISO procedures, initiate action to prevent problems, document quality problems, contribute to problem solutions, verify implementation of solutions, control further processing when a problem is identified, protect the environment, including preventing pollution, and analyze or identify areas for correction or improvement.

Benefits

• 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, including 11 paid holidays per calendar year
• Paid vacation days beginning at 120 hours annually
• 40 paid sick leave hours annually or as provided under state and local paid sick leave laws
• Tuition assistance
• Business travel services
• Employee discounts
• Employee assistance program that includes company-paid counseling sessions and legal services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree