Customer Service Representativ

2 months ago

Gilbert, United States Dover Corporation Full time

**Customer Service Representativ**

**Location:** Surrey, BC, CA * Execution of order management from inbound inquiry through shipment.

* Includes but is not limited to inbound Sales call conversion to leads and orders through effective communications, costing requests, order processing, order tracking, expediting and providing shipment information all utilizing CRM, ERP, customer portals and other standard business systems.

* Field customer inquiries, determine if inquiries are qualified for direct sales and manage referral to distribution if necessary

* Understands and clearly communicates to customers TWG terms & conditions and other sales policies

* Provide support to Outside Sales Leaders and Management.

* Provide timely order status communications focusing on potential issues prior to customer impact.

* Act as point person for issue management by coordinating and consulting with internal resources ensuring timely and effective issue 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 as well as communicating customer expectations to internal and external stakeholders.

* Cross-departmental collaboration to ensure exceptional customer experience throughout the entire quote to cash process.

* Ensures all pre and post export documentation is completed and properly filed per TWGs export policies.

* Performs customer audits and other Dover/TWG compliance related tasks as required.

* Responsible for ongoing continuous improvement and standard work creation for the function.

* Other essential duties and responsibilities may be assigned as required.

**Top Leadership Competencies** This position must consistently strive for continual improvement with the following behaviors found in Dovers Leadership Competencies. The following are the top 3 leadership competencies required for this position. * Proficiency using the Companys 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 perform the following physical activities: standing, walking, sitting, kneeling, bending, lifting, carrying, balancing, stooping, reaching, handling, feeling, talking, hearing, seeing.

* Must be able to move around obstructions such as boxes, chairs, desks, office equipment and other related items that may be on the floor, move around airports, in and out of airplanes or other approved means of transportation.

* May require lifting up to 25 pounds with or without lifting aids and devices.

* Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

* Must be able to work in a non-climate-controlled manufacturing shop and climate-controlled office environment as job duties require. May be exposed to loud operating machinery and cold or hot temperatures.

**Disclaimer:** The list of tasks and responsibilities is not exhaustive and TWG reserves the right to make changes to the job description as required.

**Job Segment:** Customer Service Representative, Hydraulics, Consulting, Outside Sales, Customer Service, Engineering, Technology, Sales

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