Customer Service Representative

Position Summary:

Customer Support and is responsible for assisting the Outside Sales Leaders of major accounts and is also responsible in building and providing the highest level of customer support for internal and external customers, related entities representing all brands of PSG in accordance with the Company's strategic business growth objectives.

Essential Duties and Responsibilities:

• Execution of order management from inbound inquiry through shipment.
• Includes but is not limited to inbound Sales call conversion to leads and orders through effective communications, costing requests, order processing, order tracking, expediting and providing shipment information all utilizing CRM, ERP, customer portals and other standard business systems.
• Field customer inquiries, determine if inquiries are qualified for direct sales and manage referral to distribution if necessary.
• Understands and clearly communicates to customers PSG terms & conditions and other sales policies
• Provide support to Outside Sales Leaders and Management.
• Provide timely order status communications focusing on potential issues prior to customer impact.
• Act as point person for issue management by coordinating and consulting with internal resources ensuring timely and effective issue resolution. Escalate issues as required to ensure commitments are met.
• Monitor and communicate assigned account ER status for critical projects elevating as appropriate if issues arise.
• Effectively communicate technical product specifications to customers / distributor partners as well as communicating customer expectations to internal and external stakeholders.
• Cross-departmental collaboration to ensure exceptional customer experience throughout the entire quote to cash process.
• Ensures all pre and post export documentation is completed and properly filed per PSG's export policies.
• Performs customer audits and other Dover/PSG compliance related tasks as required.
• Responsible for ongoing continuous improvement and standard work creation for the function.
• Other essential duties and responsibilities may be assigned as required.
• This position is also responsible for, with authority to follow ISO procedures, initiate action to prevent problems, document quality problems, contribute to problem solutions, verify implementation of solutions, control further processing when a problem is identified, protect the environment, including preventing pollution, analyzing or identifying areas for correction or improvement.

Qualifications / Requirements:

• Required: Associate Degree in Sales, Business or related field of specialty; 3+ years of successful customer service and support experience or successful combination of education, knowledge and experience.
• Preferred: Advanced degree in Sales, Business or related field of specialty. Experience supporting customers in the Marine, Energy, Infrastructure and Recovery markets. Knowledge of, or experience with geared products, electronics, hydraulics or related mechanical equipment.
• Must be able to travel as required and /or directed.

Desired Characteristics:

• Proficiency using the Company's Enterprise Resource Planning (ERP) software, CRM software, communication systems, computer systems, software systems, operating systems, including but not limited to Microsoft Office, PowerPoint, Excel and other related programs.
• Strong history of applying continuous improvement concepts and tools.
• Strong analytical skills.
• Strong interpersonal and leadership skills.
• Excellent organizational and time management skills.

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