Customer Service Technical Liaison

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: Customer Service Technical Liaison

 

Reports to: Sr. Marketing and Customer Experience Manager

 

Mission Statement: The Customer Service Technical Liaison plays a pivotal role in managing internal activities to ensure optimal commercial support for external and internal customers. Leveraging technical knowledge of products, pricing, and applications, the incumbent innovates and implements strategies to continually enhance the service level provided by Clean Energy Solutions to distributors, end-users, and global business units.

 

Accountabilities: The Customer Service Technical Liaison is accountable for managing and providing information and assistance to internal and external customers regarding technical issues and requirements, including engineering, shipping, operations, and supply. Serving as the technical liaison between the technical team and customers, this role leads the customer service team in addressing technical inquiries, providing accurate quotes, and facilitating product solutions.

 

Responsibilities:

 

• Determine customer service requirements by maintaining close contact with customers, mastering the operational environment, and analyzing information and applications.
• Provide quality customer support by handling incoming customer calls effectively and courteously.
• Continuously improving technical knowledge and staying updated on product features and updates
• Improve customer service quality results by studying, evaluating, and redesigning processes; establish and communicate service metrics; monitor and analyze results; implement changes and update customers regularly.
• Assist customers, both on the phone and through written correspondence, with orders, ship dates, expedited requests, complaints, and questions. Provide the necessary follow-up to ensure that all customer inquiries, questions, and complaints are resolved in a timely and satisfactory manner.
• Maximize customer operational performance by resolving technical questions, planning, shipping, and service problems.
• Attend daily team Gemba meetings and act as the key point person for technical information delivery and response to customer inquiries.
• Manage team customer service reports and allocate standard and rush orders based on business and customer needs.
• Develop and enhance procedures and tools to facilitate ease of doing business for customers.
• Resolve product and service complaints by understanding and clarifying the customer's complaint, helping the customer to determine the cause of the problem, selecting the best solution to resolve the issue, and following up to ensure effective resolution.
• Coordinate with production to schedule and expedite orders as necessary to exceed customer expectations, while maintaining continuous communication with the technical team for operations status, shipping, and engineering updates.
• Recommend process improvements and cost-saving initiatives.
• Undertake other special projects and activities as id