Customer Care Representative, Parts Central, Heil Environmental

Environmental Solutions Group encompasses industry-leading brands — Heil Environmental, Marathon, Bayne, The Curotto-Can, 3rd Eye, and Soft-Pak — to create a premier, fully integrated equipment group serving the solid waste and recycling industry. Through extensive voice-of-customer outreach, in-house engineering and manufacturing capabilities, a wide-reaching service network, and proven industry expertise, Environmental Solutions Group is focused on solving customer problems through environmentally responsible products and providing world-class support.  For more information, visit www.doveresg.com.

 

ESG is a Dover Corporation operating company. Dover is a diversified global manufacturer and solutions provider with annual revenue of approximately $7 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, 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 over 23,000 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.

 

 

Operating Company: Environmental Solutions Group – Heil Environmental, Parts Central

Location: Fort Payne, AL

Reports to:  Customer Care Manager

Department: Customer Service

 

POSITION SUMMARY:

We have an exciting opportunity available for a talented Customer Care Representative (CCR) to join our Heil Environmental, Parts Central team and make a positive impact, with each customer contact. If you enjoy going the extra mile to assist customers in a fast-paced environment this may be the perfect opportunity for you!

 

Reporting to the Customer Care Manager, the Customer Care Representative will exhibit the highest degree of teamwork, communication, and commitment in implementing practices, policies, systems, and services to provide urgent support to customers on a day-to-day basis. The CCR’s responsibilities include processing and managing parts orders as well as liaising between internal and external customers to resolve related issues. The qualified individual will have a strong mechanical aptitude and utilize internal systems and operational knowledge to help drive problem resolution. The CCR is expected to proactively work with management, key customers, distributors, and end users to identify and communicate process improvements concerning the functions of this role. Taking ownership of customer issues, following problems through to resolution, and promoting excellent customer service is critical.

 

ESSENTIAL JOB FUNCTIONS INCLUDE:

• Strong interpersonal, oral, and written communication skills. The CCR should be able to empathize with customers while having the internal drive to systematically solve issues effectively.
• Form strong relationships with internal departments to analyze data, brainstorm solutions, and determine the root cause of the problems for permanent resolution. The ability to work as a team to solve problems is critical to success.
• Multi-task numerous job responsibilities with minimal direction. The CCR will work in a self-directed work team to meet company objectives while supporting and meeting customer demands.
• Positive attitude. The individual will be customer focused and driven to exceed customer expectations while balancing the policies and procedures of the company. The CCR will be an excellent listener and have a professional phone presence.
• Self-motivated with a high sense of urgency to resolve issues correctly and efficiently.
• Strong mechanical aptitude with the ability to interpret engineering prints.
• Flexible and willing to learn new systems, products, processes, and skills in a constantly evolving work environment.
• Other duties as assigned by the Customer Care Manager and/or Operations Director.
• This position will be based out of our Fort Payne, AL location.

 

JOB SPECIFICATIONS:

• High School Diploma and equivalent experience are required.
• Associate degree is a plus.
• Sales or customer service experience in a professional office environment is required.
• Ability to quickly learn various integrated systems software. JD Edwards, Zendesk, or Salesforce experience are preferred.
• Computer literacy with above-average Microsoft Suite skills (Excel, Word, Office, Teams) is required.
• Articulate with excellent verbal