Job Description
For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW's 125 years of providing industry-leading solutions, visit our website at .
Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, 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 approximately 24,000 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.
The Customer Experience and Support Representative (CSR) is the inside communication link between the company and its customers. The CSR supports customers with orders, ship dates, expedite requests, complaints and questions. In addition, the CSR is courteous, maintains neat, timely and orderly paperwork and assists the regional salesmanagers with questions and problems. The goal of the CSR is to make our customers' interactions effective and pleasant while ensuring that our existing terms and conditions are understood and followed with few exceptions..
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Provide quality customer support by handling incoming customer inquires (90% email, 10% calls)in an effective and courteous manner.
Assist customers with orders, ship dates, expedite requests, complaints and questions. Provide the necessary follow up to insure that all customer inquiries, questions and complaints are resolved in a timely and satisfactory manner, both on the phone and through written correspondence.
Ensure the proper creation and timely handling of all Customer Service paperwork such as sales orders, return goods authorizations, credit/debit memo requests, etc.
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.
Learn company products, applications, policies and procedures as needed to support customers.
Ensure that all customer service related paperwork is maintained in neat, accurate and easily accessible files.
Provide inside sales support, including identifying leads for District SalesManagers.
Demonstrate collaborative, cross-functional support with value and respect for all employees.
Maintain a professional and calm demeanor at all times.
Develop strong customer and District Manager relationships within assigned geographic territory.
Achieve appropriate performance and quality metrics through standardized use of customer relationship management and/or enterprise resource planning software (Oracle) to document and report on key activities (troubleshooting, diagnosing, corrective actions and follow-up etc.).
Other duties as assigned.
Qualifications:
Two (2) years job related experience.
Fluency in written and spoken English.
Position is based West Chester, Ohio (greater Cincinnati).
Preferred Qualifications:
Bachelor's degree in Business or related field
Five (5) years' experience in Customer Support, Customer Service operations or Technical Support.
Excellent written and oral communications skills.
High level of customer focus and ability to maintain a positive attitude.
Knowledge of call center practices and processes.
Ability to learn Oracle and Salesforce.com.
Detail Oriented and well organized.
Ability to maintain a professional demeanor at all times with customers and coworkers.
Fully proficient in MS Office applications (Excel, Word, PPT).
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.
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 contactfor assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.
Job Function :
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.
