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Customer Service Lead
at Dover Corporation
St. Paul, MN

Customer Service Lead
at Dover Corporation
St. Paul, MN

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Description

Job Summary: 

We are looking for a Global Customer Service Lead to join our Supply Chain team, based in St. Paul, MN.  Reporting to the Customer Service Manager, the Global Customer Service Leadwill lead a specific workstream to execute identified service levels, on-time delivery, order entry, and proactive customer communication and ensure customer satisfaction when interacting with both internal and external customers.

 This position will have supervision responsibility for a Customer Service Specialist and Customer Service Rep.

Essential Responsibilities:

  • Provide work direction and ensure completion of  the workstream’s team’s work product including quality, productivity and task completion.  Included in these tasks are:
    • Order entry
    • Answering emails and phone calls thoroughly. 
    • Complete RMAs
    • Training   
    • Ensure policy process is followed and know when to break a policy
    • OTD: 
      • Responsible for managing Oracle exception and available-to-promise process to provide customers with the most accurate dates throughout the sales order cycle
      • Proactively manage open customer sales orders to meet delivery dates and provide proactive communication to customers
      • Date management including research, updating promise dates
      • Exception reporting

 

  •  Complete team management processes including:
    • Interviewing, evaluating position candidates as needed.
    • Completing annual performance appraisals
    • Performance management tasks
    • Weekly coaching and 1:1 meeting with employees.

 

  • Communicate to customers and sales in a responsive, professional, and empathetic manner
  • Own work stream performance and metrics.
  • Manage specific set of customers:
    • Answer questions from customers and RSMs related to specific orders/transactions.  Questions may include – product availability / delivery, custom product updates, billing, pricing, audit, basic product information, website functionality.  Complete communications in a timely, thorough manner.
    • Make consistent decisions utilizing process and policy guidelines.  Make customer concessions when needed for customer satisfaction.
  • Work closely with Business Unit Managers,  Directors, Sales Directors to ensure customer satisfaction.
  • Recognize gaps in process / policy at department and company level. Develop department and cross-functional processes for enhanced customer experiences.
  • Serve as a back up to other Customer Service workflow teams or order entry as needed. 

 

Basic Qualifications:

  • Bachelor’s Degree in business, marketing, communications, supply chain or commiserate experience of 5 years in customer service. 
  • Excellent interpersonal and communication skills
  • Advanced skills in data analytics and MS Excel

 

Preferred Qualifications:

  • 3+ years of Oracle Experience
  • 5+ years of experience with regular communication with customers

 

Supervision:

  • 2 direct reports

 

 

Travel: May include up to 20%

This job description is not designed to contain a comprehensive list of tasks, responsibilities or duties.  Colder Products Company reserves the right to amend to meet legal, business and organizational requirements as necessary.

About CPC (Colder Products Company)

We are Colder Products Company, the industry leader in the design and manufacture of specialized quick disconnect couplings for the life sciences, industrial, and chemical handling markets.   Used around the world in a broad range of applications, connection technologies from Colder Products Company allow flexible tubing to be quickly and safely connected and disconnected, reducing spills and increasing safety.  Colder Products Company, a Dover company, is based in St. Paul with global offices and operations in Europe and Asia.

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