Technical Support/Customer Response Representative

Customer Response Representative/ Technical Support

Job Summary/Purpose:

Serve customers by identifying their needs for Dunbarton products and applying technical product knowledge to the process. Provides engineering adaptations of Dunbarton products, parts, and services. Provides technical advice to resolve product or service requests regarding engineering or technical. Provides customer service by being the critical point of contact for customers and the field sales force by providing pre-and after-sales product advice. Monitor customer activity, resolve issues and errors to maintain an error-free work effort.

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 Service 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 Service 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.

Required Education:

• High school graduation or equivalent education.
• One (1) years’ experience in a Customer Service, Technical/Engineering or equivalent position.

Benefits:

• Comprehensive benefits package, including health, vision, and dental.
• Wellness Reimbursement Program for gym membership.
• Employee Assistance Program (EAP)
• Charitable Gift Match
• Tuition Reimbursement
• 401K Plan

Location:  Dothan, AL

Company info:

Dunbarton is a leading manufacturer of metal bifold closet doors and metal door frames. We are more than just a company that produces a great prefinished steel door frame or closet door; we believe our product is the best in the industry. We are proud to be a small company focusing on customer service and total customer satisfaction. Dunbarton stands in its values of producing innovative, durable, and reliable products.

Dunbarton Corporation is committed to providing equal opportunity in employment for all people without regard to the following: race, color, religion, age, gender, sexual orientation, marital status, gender identity, national origin, physical or mental disability, service in the military, or any other attribute or characteristic protected by law.