Customer Service Representative

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 and manufactures products on three continents in state-of-the-art, ISO-certified facilities. PSG is part of the Pumps & Process Solutions segment of Dover Corporation, a diversified global manufacturer with annual revenue of over $7 billion.

About the role

This position supports the Outside Sales Leaders of major accounts and is responsible for building and providing the highest level of customer support for internal and external customers across all PSG brands, aligned with the Company’s strategic business growth objectives.

Responsibilities

• Execute order management from inbound inquiry through shipment, including converting sales calls to leads and orders, costing requests, order processing, tracking, expediting, and providing shipment information using CRM, ERP, customer portals, and other business systems.
• Field customer inquiries, qualify them for direct sales, and manage referrals to distribution as needed.
• Communicate PSG terms & conditions and other sales policies clearly to customers.
• Support Outside Sales Leaders and Management with timely order status updates, focusing on potential issues before customer impact.
• Act as the point person for issue management, coordinating with internal resources to ensure timely resolution and escalating as needed.
• Monitor and communicate assigned account ER status for critical projects, elevating issues as appropriate.
• Communicate technical product specifications to customers/distributor partners and align customer expectations with internal and external stakeholders.
• Collaborate cross-departmentally to ensure an exceptional customer experience throughout the entire quote-to-cash process.
• Ensure all pre- and post-export documentation is completed and filed per PSG’s export policies.
• Perform customer audits and other Dover/PSG compliance-related tasks as required.
• Drive ongoing continuous improvement and standard work creation for the function.
• Follow ISO procedures to prevent problems, document quality issues, contribute to solutions, verify implementation, and control further processing when issues arise.
• Perform other essential duties as assigned.

Requirements

• Associate Degree in Sales, Business, or a related field; 3+ years of successful customer service and support experience or an equivalent combination of education, knowledge, and experience.
• Preferred: Advanced degree in Sales, Business, or a related field.
• Experience supporting customers in the Marine, Energy, Infrastructure, and Recovery markets is a plus.
• Knowledge of or experience with geared products, electronics, hydraulics, or related mechanical equipment.
• Ability to travel as required.

Skills

• Proficiency using ERP software, CRM software, communication systems, and Microsoft Office (PowerPoint, Excel, etc.).
• Strong history of applying continuous improvement concepts and tools.
• Strong analytical, interpersonal, and leadership skills.
• Excellent organizational and time management skills.

Pay

Pay is determined by considering several job-related, non-discriminatory factors, including the position’s responsibilities, a candidate’s work experience, education/training, location, and key skills needed for the role. This position is eligible for a discretionary bonus based on performance metrics and other criteria outlined in the applicable bonus plan.

Benefits

• 401(k) savings plan with employer contributions.
• Medical, dental, and vision insurance.
• Wellness programs, health savings account, and flexible spending accounts for health care and dependent care.
• Company-paid short-term and long-term disability.
• Company-paid basic life and AD&D insurance; supplemental life insurance options for employees and dependents.
• 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, 120+ hours of paid vacation annually, and 40 hours of paid sick leave annually (or as provided by state/local laws).
• Tuition assistance.
• Business travel services and employee discounts.
• Employee assistance program, including company-paid counseling sessions and legal services.

Work arrangement: Onsite.