Customer Service Representative

About the role

PSG® is the global pump, metering and dispensing-solution expert, enabling the safe and efficient transfer of critical and valuable fluids. 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.

Responsibilities

• Respond to incoming end-user and distributor communications, regarding prices, routing, shipping dates, shortages, mis-shipped orders, add freight charges, and returns
• Process all orders pertaining to standard, priority, extra discount, short shipment, RMA, and goodwill
• Maintain accurate and detailed customer records in Oracle and CRM systems
• Refer end-users to the local distributors in their area as necessary
• Ensure the accuracy of pricing and discounts on customer purchase orders
• Maintain and monitor expedites, extra discounts and contract pricing orders
• Review inbound orders (fax, e-mail, e-portal), order holds, backlog, and follow-up as necessary
• Act as a liaison between the customer and internal departments including Sales, Operations, Finance, Planning, Engineering, Logistics, and Purchasing
• Provide feedback to our internal departments relative to order status and/or changes
• Monitor recurring reports including: open order and order holds for anomalies and take action as necessary
• Assist with coaching & training (shadowing) of new hires to deliver exceptional service
• Responsible for any other duties as assigned by the CS Supervisor

Requirements

• High School Diploma required
• Associate degree in business or related field is preferred
• Three to five (3-5) years’ experience providing customer service in a contact center environment
• Manufacturing environment experience preferred
• Experience with pumps and related products is a plus
• International customer service experience is a plus
• Experience with Oracle and CRM tools is a plus
• Experience supporting distributors is a plus

Qualifications

• Working knowledge of domestic and international shipping processes
• Understanding of contact center technology
• Ability to prioritize and organize a demanding workload in a fast-paced environment
• Ability to work cross functionally in a complex/matrixed business environment
• Possess intermediate written and oral English communication skills
• Detail oriented and problem-solving skills
• Self-motivated, flexible, and a team player
• Ability to learn quickly and work independently
• Proficiency in MS Office suite (Outlook, PowerPoint, Word, and Excel)
• Intermediate typing skills required. Type 40 WPM minimum & 10-key by touch desired

Skills and Abilities

• Knowledge of contact center technology
• Ability to prioritize and organize a demanding workload in a fast-paced environment
• Ability to work cross functionally in a complex/matrixed business environment
• Possess intermediate written and oral English communication skills
• Detail oriented and problem-solving skills
• Self-motivated, flexible, and a team player
• Ability to learn quickly and work independently
• Proficiency in MS Office suite (Outlook, PowerPoint, Word, and Excel)
• Intermediate typing skills required. Type 40 WPM minimum & 10-key by touch desired

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
• An employee assistance program that includes company paid counseling sessions and legal services

Pay and Schedule

• Onsite Pay Range: $23.50 - $23.50 per hour
• Bonus Eligible: This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan.

Benefits

• Medical, Dental, Vision, & Life Insurance
• Day OneEducation Assistance Eligibility
• 401K with Match

Qualifications

• High School Diploma required
• Associate degree in business or related field is preferred
• Three to five (3-5) years’ experience providing customer service in a contact center environment
• Manufacturing environment experience preferred
• Experience with pumps and related products is a plus
• International customer service experience is a plus
• Experience with Oracle and CRM tools is a plus
• Experience supporting distributors is a plus

Skills and Abilities

• Working knowledge of domestic and international shipping processes
• Understanding of contact center technology
• Ability to prioritize and organize a demanding workload in a fast-paced environment
• Ability to work cross functionally in a complex/matrixed business environment
• Possess intermediate written and oral English communication skills
• Detail oriented and problem-solving skills
• Self-motivated, flexible, and a team player
• Ability to learn quickly and work independently
• Proficiency in MS Office suite (Outlook, PowerPoint, Word, and Excel)
• Intermediate typing skills required. Type 40 WPM minimum & 10-key by touch desired

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee for successful performance of the essential functions of this job.
• The work is predominantly sedentary and requires minimal or negligible physical exertion.
• The employee is normally seated; however, the nature of the work allows for periods of standing or walking at will.
• Strength to lift or carry files weighing up to ten (10) pounds;
• Vision to read printed materials and computer screen, and ability to hear and speech to communicate in person or over the telephone.

Work Environment

• Works majority of the day in a climate-controlled environment, except for occasionally performing work on the manufacturing floor, which is subject to moderate changes in temperature.
• The manufacturing environment is subject to moderate changes in temperature and the employee will be exposed to typical hazards of noise, flying debris, and overhead hazards requiring the use of proper PPE (Personal Protective Equipment).

Travel

• Generally, travel is not required

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee for successful performance of the essential functions of this job.
• The work is predominantly sedentary and requires minimal or negligible physical exertion.
• The employee is normally seated; however, the nature of the work allows for periods of standing or walking at will.
• Strength to lift or carry files weighing up to ten (10) pounds;
• Vision to read printed materials and computer screen, and ability to hear and speech to communicate in person or over the telephone.