Customer Service Specialist

About the role

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. PSG is also 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 part of the Pumps & Process Solutions segment of Dover Corporation and comprises several world-class brands across three continents in ISO-certified, lean manufacturing facilities.

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 a small-company atmosphere—with an ownership mindset that allows you to make close-to-the-customer decisions—an innovative approach that sees beyond what is possible today, and an entrepreneurial spirit in the pursuit of new opportunities—combined with the benefits of a large company’s scale, tools, expertise, and financial strength with Dover.

Position Summary

The CS Technical Support Specialist is an integral part of the Sales & Customer Service Team for Hydro Systems, acting as the inside communication link between the company and our customers. The role assists customers—both on the phone and through written correspondence—with order entry, order status requests, expedite requests, quality complaints, export documentation, and technical support. Utilizing Salesforce CRM, cases are assigned and managed until customer requests are fully resolved. This individual is customer-centric, process-oriented, possesses technical aptitude, and communicates clearly and professionally. Key metrics include case response time, case closure rate, and customer satisfaction scores.

Responsibilities

• Process orders, ensuring accuracy of ship-to location, pricing, payment terms, freight terms, Incoterms, contact information, and shipping notes in accordance with customer Purchase Order.
• Process RMAs and credits, documenting reason for return and internal disposition (quality review, return to stock, etc.) and noting if restocking fees should apply.
• Assist customers with inquiries regarding order revisions, order status, date change requests, and cancellation requests.
• Assist customers with technical product questions, including product selection based on application, installation guidance, troubleshooting assistance, and repair part recommendations.
• Provide export documentation to the Shipping team and/or freight brokers on international orders and arrange shipment pickup on third-party freight orders.
• Manage Salesforce cases, accurately documenting case details and ensuring cases are not closed until customer requests have been fully resolved.
• Answer customer phone calls, documenting call details in Salesforce.
• Maintain customer master records in Oracle, including customer notes displayed on order acknowledgments, pick slips, and invoices; keep organized records of export shipment documentation and review EEI filings for accuracy.
• Act as a liaison between the customer and internal departments including Sales, Operations, Finance, Planning, Engineering, Logistics, and Purchasing.
• Provide feedback to internal departments relating to order status and/or changes.
• Support market research by asking customers appropriate questions.
• Participate in root cause analysis for customer-impacting issues and assist in implementing corrective actions.

Requirements

• High School Diploma, GED or equivalent.
• [Preferred] 2+ years’ experience in a customer-focused and goal-driven environment.
• Strong mechanical aptitude and problem-solving ability.
• Ability to read and understand mechanical assembly drawings, electrical schematics, and other technical documents.
• Working knowledge of domestic and international shipping processes.
• Excellent communication skills, including the ability to listen, communicate clearly and professionally (over the phone, via email, and in person), and de-escalate customers.
• Strong interpersonal skills, including the ability to interact with a wide range of customers and personalities with respect, and build lasting customer relationships.
• Knowledge of Lean Manufacturing and Continuous Improvement Principles.
• Proficiency in MS Office suite (Outlook, PowerPoint, Word, and Excel).
• Experience with Oracle and Salesforce CRM tools is a plus.
• Fluency in Spanish is a plus.

Pay

$45,062.00 – $55,886.00 annually.

Bonus

This position is eligible to earn 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; health care and dependent care flexible spending accounts
• Company-paid short-term 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
• Employee assistance program that includes company-paid counseling sessions and legal services