Customer Service Representative

About the role

OK International is a global manufacturer of electronic benchtop tools and precision dispensing solutions worldwide. We have 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 our customers worldwide. The OK International Team is dedicated at putting customers first, having an entrepreneurship mindset, innovative culture, cultivating relationships and never compromising on integrity. Welcome to our team!

OK International is part of the Dover Engineered Products segment of the Dover Corporation. Dover is a diversified global manufacturer with annual revenue of over $7 billion.

We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve.

Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV."

Job Summary

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 our customers and distributors, maintaining the company's reputation by constantly and consistently meeting and exceeding the customer's expectations, as well as communicating customer feedback to help constantly improve our service.

Responsibilities

• Proactively call and respond to incoming calls from prospective customers and established customers and provide information about products and services to develop opportunities by assisting them in determining appropriate products or services to purchase.
• Recommend additional products or services to meet customer needs.
• Responds to customer requests and questions regarding service, products, and account information.
• Analyses and rectifies customer concerns using established procedures. May use computer to access and/or update customer records.
• Follow up leads and contact new customers to qualify the leads and develop opportunities.
• Review company and/or customer records to identify prospect lists.
• Provide support for the External Sales Teams.
• Uses computer to produce reports and other documents.
• Follows general instructions for desired format of work.
• Monitors customer requirements to ensure on-time delivery or to advise of changed due dates.
• Communicates schedules and deadlines to all customers.
• Oversees administrative procedures and processes for assigned area.
• Will need to use own judgment in completing some activities but within set guidelines under general supervision.
• Act as an administrative liaison with internal and/or external sources. May receive incoming telephone calls for a department or organization, obtains caller's name, and forwards call to appropriate person or takes a message. This description is not exhaustive and may change over time as requirements and circumstances change. Please see below detailed tasks.
• Manage information sourcing and data management.
• Supply first line Technical/Sales Support.
• Providing detailed quotations.
• Supply price and delivery information.
• Manage Distributor shipment schedules, express shipments, carriers, ship completes, ship lists, dispatch instruction.
• Expedite same day deliveries for end users.
• Manage order discounts for end users and distributors.
• Manage returns for Warranty and Repairs.
• Manage invoice queries - pricing, short shipments, wrong goods shipped, wrong items ordered.
• Manage back-order queries - expediting and informing customers of change.
• Manage broad line accounts - RS portal.
• Ensure Product knowledge is up to date.
• Performs other duties as assigned.

Qualifications

• 2+ years 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 ability to be detail oriented as well as strategic.
• Excellent oral and written skills.
• Exceptional customer service skills with a friendly attitude and professional demeanor.

Pay and benefits

Pay Range: USD 18 - 23 Hourly 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 For This Position Include

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, 120 Paid Vacation Hours For Salaried Positions And 80 Paid Vacation Hours For Hourly Positions Annually, 40 Paid Sick Leave Hours Frontloaded Annually On January 1St Or As Provided Under State And Local Paid Sick Leave Laws, 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.