Customer Service Specialist

About Us

CPC is the global leader in fluid connection technologies. Throughout our nearly 50-year history, we’ve succeeded by focusing on customer needs, engineering innovative solutions, and creating a positive, high-performance work environment. Our collaborative, talented team is fully dedicated to helping our customers achieve their goals. CPC’s technical expertise and commitment to quality makes effective, optimized fluid management possible across a wide range of applications. Today, CPC serves biopharmaceutical, thermal management (liquid cooling of electronics), medical, industrial, and chemical handling markets. Our breadth and depth of knowledge in low-pressure connectors empowers us to recommend the right solution even in the most demanding fluid management requirements.

 

CPC, A Dover Company, is headquartered in Minneapolis/St. Paul, Minnesota. We have over 700 employees globally across 14 countries.

 

Your Role

Are you ready to make an impact? As a Customer Service Specialist, you will play a pivotal role in shaping our organization’s success. You will work closely with our dedicated teams to develop effective solutions that align with CPC’s strategic goals. This is more than just a job; it’s an opportunity to grow, learn, and thrive in a supportive environment.

 

 

Summary: Reporting to the Customer Service Supervisor, the Customer Service Specialist I will execute activities supporting direct customers, channel partners, CPC sales team and internal teams. Activities include - proactive communications, managing returns, executing shipping date strategies, answering customer communications, and building successful relationships with both internal and external customers.

 

Responsibilities:

• Ensure customer satisfaction when interacting with both internal and external customers
• Respond timely and professionally to inquiries from customers, channel partners and sales. Inquiries may include but are not limited to – purchase order status, order change requests, product lead times, custom product updates, billing, pricing, audit, basic product information, website functionality, company information, product compliance
• Complete communications in a timely, thorough manner
• Make consistent informed decisions utilizing process, policy guidelines and customer needs
• Handle Customer Return Material Authorizations (RMAs) associated with customer complaints and quality investigations
• On Time Delivery:
• Work with internal teams regarding supply, demand, and customer communications
• 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 communication to customers
• Document all activities in Microsoft CRM Cases, to include accurate coding of issues and provide follow-up to resolution if within scope of Specialist responsibilities
• Provide back-up support to Customer Service workflow teams and order entry processing as needed
• Performs other job duties as assigned to meet business needs.

 

 

Direct Reports:

• None

 

Qualifications:

Basic Requirements:

• Bachelor’s degree in business, marketing, communications, supply chain or commiserate experience of 5 years in customer service.
• Experience in a manufacturing customer service team is advantageous.
• Excellent interpersonal and communication skills, both oral and written
• Demonstrated success in building relationships with internal and external customers

 

Preferred Skills:

• 2+ years of Oracle experience
• 2+ years Microsoft CRM experience

Our Culture

At CPC, we believe that our people are our greatest asset. We foster a culture of respect, collaboration, and high ethical standards