Customer Service Representative - Manufacturing

PSG® is the global pump, metering and dispensing-solution expert, enabling the safe and efficient transfer of critical and valuable fluids that require optimal performance and reliability in applications where it matters most. Additionally, PSG is a leading provider of flow meters designed to reduce waste and downtime while accurately measuring, monitoring and controlling the distribution of fluids. Headquartered in Downers Grove, IL, USA, PSG is comprised of several world-class brands, including Abaque®, All-Flo™, Almatec®, Blackmer®, Ebsray®, em-tec®, Griswold®, Hydro™, Malema™, Mouvex®, Neptune®, PSG® Biotech, Quantex™, Quattroflow®, and Wilden®. PSG products are manufactured on three continents – North America, Europe, and Asia – in state-of-the-art facilities that practice lean manufacturing and are ISO-certified. PSG is part of the Pumps & Process Solutions segment of Dover Corporation. For additional information on PSG, please visit psgdover.com.

We thrive on winning and being number one; and are always looking to add the best and brightest to our talented team of professionals. PSG offers a unique combination of the both small company atmosphere: with an ownership mindset that allows you to make close-to-the-customer decisions; an innovative approach in seeing beyond what is possible today and entrepreneurial spirit in the pursuit of new opportunities; combined with benefits of a large company’s scale, tools, expertise, and financial strength with Dover. Join PSG, a growing global company where your curiosity, hard work and ambition is rewarded with exceptional career opportunities in a friendly & fast paced environment.

PSG is part of the Pumps and Process Solutions segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer and solutions provider with annual revenue of over $7 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments. Recognized for our entrepreneurial approach for over 65 years, our team of over 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Position Summary:

Customer Support and is responsible for assisting the Outside Sales Leaders of major accounts and is also responsible in building and providing the highest level of customer support for internal and external customers, related entities representing all brands of PSG in accordance with the Company’s strategic business growth objectives.

 

Essential Duties and Responsibilities:

• 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 PSG 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 PSG’s export policies.
• Performs customer audits and other Dover/PSG 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.
• This position is also responsible for, with authority to 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, analyzing or identifying areas for correction or improvement.

 

Qualifications / Requirements:

• Required: Associate Degree in Sales, Business or related field of specialty; 3+ years of successful customer service and support experience or successful combination of education, knowledge and experience.
• Preferred: 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.

 

Desired Characteristics:

• 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.

This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan. 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.

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.

Fraudulent Recruiting Disclaimer:  Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information.  We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process.  Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/. To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.

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 contact accommodations@psgdover.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.