Customer Response Representative

The Customer Response Representative serves as the primary liaison between customers and Dunbarton, ensuring a seamless experience from product selection to post-sales support. This role involves identifying customer needs, applying technical product knowledge, and providing adaptations for Dunbarton products, parts, and services. The individual will also provide technical advice, troubleshoot product issues, and support the field sales team to ensure customer satisfaction and an error-free work process.

Job Duties:

• Provide customers with detailed product knowledge, delivery options, scheduling issues, key quality characteristics and other information.
• Functions as the “go-to” technical expert for quoting and entering sales orders into the system. Works closely as the interface with Engineering department for technical and detailed drawings and data for new products or modifications to existing products.
• Establish and maintain a positive working relationship with all customers.
• Assist in developing/providing accurate and detailed quotes for products.
• Receive and respond to customer complaints.
• Provide support and assistance to the Customer Response Manager and help to resolve customer complaints and issues and prevent any recurrence of any department mistakes.
• Enter data into the ERP system, including quotes, orders, cycle time, backlogs, complaints, and mistakes.
• Confer with customers, distributors, and sales employees to provide product information on Dunbarton products, take and enter orders, expedite, or delay orders, provide accurate quotes, relay manufacturing and shipping costs and schedules.
• Prepare and process orders including specific customer requests, detailed product dimensions and product specifications to satisfy customer needs and ensure customer satisfaction. Ensure customer requirements are met in terms of product manufacturing, quality, delivery time and delivery quality.
• Take responsibility for product pricing, volume rates, shipping costs and times and discounts to specific customers. Relay this information to other employees in the department.
• Modify routine and special-order customer requests, such as the preparation of various CAD, AutoCAD, Inventor, and other technical drawings derived from layouts, sketches, customer requests and manufacturing capabilities.
• Read, interpret, and provide customer-specific input on production schedules and confer with other Customer Response Department employees on required changes that might impact the schedule.
• Receive and respond to customer complaints. Check to ensure that appropriate changes were made to resolve customers’ problems. Maintain and organize records of customer interactions and transactions, including details of inquiries, complaints, comments, and corrective actions taken.
• Verify customer and order information for correctness. Employees must understand customer and specification requirements and consistently ensure a quality and conforming product.
• Request and confer with specified manufacturing departments to fabricate, prepare, package, and ship ordered products to designated locations according to a schedule.
• Resolve customers’ service or billing complaints by performing activities such as replacing products, exchanging products, arranging product rework, refunding money, and adjusting bills or other actions to ensure customer satisfaction and continued business.
• Provide customer feedback to Marketing and Engineering for product development or improvement or ideas for new product development.
• Have a clear understanding of the manufacturing processes and requirements for existing and new Dunbarton products and coordinate modified processes, new tools or equipment, and product flow.
• Coordinate with Purchasing and Accounting on the material and cost requirements and details for new or modified Dunbarton products and processes.

Detailed Work Activities:

• Calculate costs of goods and services.
• Compile technical information or documentation.
• Confer with technical personnel to prepare designs or operational plans.
• Coordinate operational activities.
• Create graphical representations of mechanical equipment and products.
• Discuss designs or plans with clients.
• Discuss goods or services information with customers.
• Draw detailed or technical illustrations.
• Edit written materials.
• Execute sales or other financial transactions.
• Maintain financial or account records.
• Prepare documentation for contracts, transactions, or regulatory compliance.
• Promote products, services, or programs.
• Provide notifications to customers or patrons.
• Respond to customer problems or complaints.
• Review details of technical drawings or specifications.
• Verify mathematical calculations including fractions and decimal conversions.