Client Service Representative

For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW’s 125 years of providing industry-leading solutions, visit our website at www.opwglobal.com.

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." Additional information is available at dovercorporation.com.

Position Description: Client Service Representative

Reports to: Sr. Marketing and Customer Experience Manager

Mission Statement: The Client Service Representative plays a pivotal role in between OPW Clean Energy Solutions and its customers. Working to ensure customer satisfaction and build long-term relationships. Continually enhancing the service level provided by Clean Energy Solutions to distributors, end-users, and global business units.

Accountabilities: A client service representative is primarily accountable for addressing customer inquiries, resolving complaints, providing information about products and services, processing orders, handling returns, and ensuring customer satisfaction by actively listening to their needs and delivering timely, effective solutions, all while maintaining a professional and positive demeanor; essentially acting as the first point of contact for clients and building strong customer relationships.

Responsibilities:

• Provide information: Answer questions, offer product and service recommendations, and provide troubleshooting assistance
• Resolving customer issues: Troubleshooting problems, addressing complaints, and finding solutions to meet customer needs.
• Order processing: Taking orders, confirming details, and processing payments.
• Account management:
• Updating customer information, reviewing accounts, and making necessary changes.
• Product knowledge: Maintaining a deep understanding of the company's products and services to accurately answer customer questions.
• Customer relationship building: Engaging with customers in a friendly and professional manner to foster positive interactions and loyalty.
• Complaint handling: Listening to customer concerns, acknowledging issues, and finding appropriate solutions to resolve complaints effectively.
• Escalation: Referring complex issues to supervisors or specialized teams when necessary.
• Documentation: Maintaining detailed records of customer interactions, including issues, solutions, and follow-up actions.
• Performance metrics: Tracking key performance indicators (KPIs) like average resolution time, customer satisfaction ratings, and sales conversion rates.
• Undertake other special projects and activities as identified.

Education/Aptitude:

• Bachelor’s degree or equivalent work experience.
• Proficiency in Microsoft Office Suite and strong computer skills
• Proficiency with CRM systems and customer service software
• Strong customer service orientation

Required Experience:

• Bachelor’s degree or equivalent work experience
• 3-5 years of customer service, order entry, and/or sales experience
• Knowledge of KPI’s/5S/Kaizen/Lean culture initiatives
• Experience working in industrial/manufacturing environment preferred

Personal Characteristics:

• Excellent communication skills (verbal and written)
• Problem-solving abilities
• Strong interpersonal skills
• Ability to work under pressure
• Adaptability and flexibility
• Process orientation
• Team player
• Passion for customers and customer service
• High energy, motivating style

This position requires a candidate who can seamless manage communication between customers, sales and technical teams, ultimately enhancing the overall customer experience.

Work Arrangement : Onsite

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.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact opwaccommodations@acmecryo.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

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