OPW, a Dover Company

Customer Service Specialist

Hamilton, OH

About This Job

Since 1892, OPW customers have been able to count on us to revolutionize fluid-handling operations around the world. As a global leader in fluid-handling solutions, the mission of OPW is to be a developer of a comprehensive array of innovative fluid-handling solutions that our customers can consistently and reliably count on. These include loading and unloading systems for high-value hazardous and non-hazardous bulk products; railcar and transport tank-truck valves, gauging devices and tank-monitoring systems; automated storage-terminal controls and systems; and regulators, fittings, valves, vaporizers, vacuum-jacketed piping and gas-handling systems for the safe handling and distribution of cryogenics and industrial gases. OPW also creates and manufactures touch-free and soft-touch vehicle wash systems, entry systems and wash chemicals. OPW has more than 2,000 employees with manufacturing operations in North America, Europe and China, and sales offices around the world. OPW is part of the Clean Energy & Fueling segment of Dover (NYSE: DOV).

The Customer Experience and Support Representative (CSR) is the inside communication link between the company and its customers. The CSR supports customers with orders, ship dates, expedite requests, complaints and questions. In addition, the CSR is courteous, maintains neat, timely and orderly paperwork and assists the regional sales managers with questions and problems. The goal of the CSR is to make our customers’ interactions effective and pleasant while ensuring that our existing terms and conditions are understood and followed with few exceptions. .

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Provide quality customer support by handling incoming customer inquires (90% email, 10% calls) in an effective and courteous manner.

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Assist customers with orders, ship dates, expedite requests, complaints and questions. Provide the necessary follow up to insure that all customer inquiries, questions and complaints are resolved in a timely and satisfactory manner, both on the phone and through written correspondence.

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Ensure the proper creation and timely handling of all Customer Service paperwork such as sales orders, return goods authorizations, credit/debit memo requests, etc.

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Resolve product and/or service complaints by understanding and clarifying the customer's complaint, helping the customer to determine the cause the problem, selecting the best solution to resolve the issue and following up to ensure effective resolution.

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Learn company products, applications, policies and procedures as needed to support customers.

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Ensure that all customer service related paperwork is maintained in neat, accurate and easily accessible files.

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Provide inside sales support, including identifying leads for District Sales Managers.

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Demonstrate collaborative, cross-functional support with value and respect for all employees.

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Maintain a professional and calm demeanor at all times.

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Develop strong customer and Regional Sales Manager relationships within assigned geographic territory.

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Achieve appropriate performance and quality metrics through standardized use of customer relationship management and/or enterprise resource planning software (Oracle) to document and report on key activities (troubleshooting, diagnosing, corrective actions and follow-up etc.).

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Other duties as assigned.

Qualifications:

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Bachelor’s degree in Business or related field.

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Two (2) years job related experience.

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Fluency in written and spoken English.

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Position is based West Chester, Ohio (greater Cincinnati).

Preferred Qualifications:

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Five (5) years’ experience in Customer Suport, Customer Service operations or Technical Support.

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Excellent written and oral communications skills.

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High level of customer focus and ability to maintain a positive attitude.

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Knowledge of call center practices and processes.

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Ability to learn Oracle and Salesforce.com.

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Detail Oriented and well organized.

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Ability to maintain a professional demeanor at all times with customers and coworkers.

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Fully proficient in MS Office applications (Excel, Word, PPT).

Work Arrangement : Onsite

Bonus Eligible: 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.

Benefits: Our total rewards package for eligible team members also includes: a 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 10 paid holidays per calendar year, paid vacation days beginning at 120 hours annually, 24 paid sick leave hours annually. Tuition assistance, business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

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.

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 opwaccommodations@acmecryo.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Job Function : Customer Service