Representative, Customer Service

OK International is a global manufacturer of electronic benchtop tools and precision dispensing solutions, with two major product lines: Metcal electronics bench tool solutions and Techcon dispensing systems. We have facilities in Cypress, California (US), Chandlers Ford (UK), and Shenzhen (China), supporting customers worldwide. The OK International team is dedicated to putting customers first, fostering an entrepreneurial mindset, and cultivating an innovative culture while maintaining integrity. As part of the Dover Engineered Products segment of Dover Corporation—a diversified global manufacturer with annual revenue of over $7 billion—we deliver innovative equipment, components, and support services across multiple industries.

About the role

Working as a critical part of the Sales team, this person will have a varied role including sales, marketing, data input, data cleansing, customer relationship management, customer services, and sales administration. Key responsibilities include building solid, long-term relationships with customers and distributors, maintaining the company’s reputation by consistently meeting and exceeding customer expectations, and communicating customer feedback to drive service improvements.

Responsibilities

• Proactively call and respond to incoming calls from prospective and established customers, providing information about products and services to develop opportunities by assisting them in determining appropriate purchases.
• Recommend additional products or services to meet customer needs.
• Respond to customer requests and questions regarding service, products, and account information.
• Analyze and rectify customer concerns using established procedures; may use computer systems to access and/or update customer records.
• Follow up on leads and contact new customers to qualify opportunities.
• Review company and/or customer records to identify prospect lists.
• Provide support for the External Sales Teams.
• Use computer systems to produce reports and other documents, following general instructions for desired formats.
• Monitor customer requirements to ensure on-time delivery or advise of changed due dates.
• Communicate schedules and deadlines to all customers.
• Oversee administrative procedures and processes for assigned area.
• Use judgment to complete activities within set guidelines under general supervision.
• Act as an administrative liaison with internal and/or external sources; may handle incoming calls, obtain caller information, and forward calls or take messages.
• Manage information sourcing and data management.
• Supply first-line Technical/Sales Support.
• Provide detailed quotations.
• Supply price and delivery information.
• Manage distributor shipment schedules, express shipments, carriers, ship completes, ship lists, and dispatch instructions.
• Expedite same-day deliveries for end users.
• Manage order discounts for end users and distributors.
• Manage returns for warranty and repairs.
• Resolve invoice queries—pricing, short shipments, wrong goods shipped, wrong items ordered.
• Manage back-order queries—expediting and informing customers of changes.
• Manage broad-line accounts (e.g., RS portal).
• Ensure product knowledge is up to date.
• Perform other duties as assigned.

Requirements

• 2+ years of experience in Customer Service.
• Strong organizational skills with the ability to prioritize tasks efficiently while managing time effectively.
• Comprehensive computer application skills—Microsoft Office, including Microsoft Project.
• Strong analytical, time management, and organizational skills with the ability to be detail-oriented as well as strategic.
• Excellent oral and written communication skills.
• Exceptional customer service skills with a friendly attitude and professional demeanor.

Schedule

Onsite

Pay

$18.00 - $23.00 per hour

We consider several job-related, non-discriminatory factors when determining pay, including the position’s responsibilities, a candidate’s work experience, education/training, location, and key skills needed for the role.

Benefits

• 401(k) savings plan with employer contributions.
• Medical, dental, and vision insurance.
• Wellness programs.
• Health Savings Account (HSA), health care, and dependent care Flexible Spending Accounts (FSAs).
• 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 10 paid holidays per calendar year, paid vacation days beginning at 80 hours annually, and 40 paid sick leave hours annually (or as provided under state and local laws).
• Business travel services.
• Employee discounts.
• Employee Assistance Program (EAP), including company-paid counseling sessions and legal services.

Eligibility for benefits is governed by applicable plan documents and policies.