Global Customer Service Manager

OK International is a global manufacturer of electronic benchtop tools and precision dispensing solutions worldwide. We have two major product lines: Metcal electronics bench tool solutions and Techcon dispensing Systems.

We have facilities in Cypress California (US) Chandlers Ford (UK) and Shenzhen (China) supporting our customers worldwide. The OK International Team is dedicated at putting customers first having an entrepreneurship mindset innovative culture cultivating relationships and never compromising on integrity. Welcome to our team!

OK International is part of the Dover Engineered Products segment of the Dover Corporation. 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 24000 employees takes an ownership mindset collaborating with customers to redefine whats possible. Headquartered in Downers Grove Illinois Dover trades on the New York Stock Exchange under DOV.

JOB SUMMARY:

Working as a critical part of the OK International European Internal Sales team you will have a varied role including customer relationship management customer services technical support management and sales administration data input data cleansing.
Support our sales representant based in UK France Germany and England.
Build solid long-term relationships with our customers and distributors.
Maintain the companys reputation by constantly and consistently meeting and exceeding the customers expectations.
Communicate customer feedback to help us constantly improve our service.
Manage the Technical Support Team on a day-to-day basis (holiday/sickness/support)
Ensure processes for both Customer Service and Technical Support are adhered to
Work closely with Global Quality Manager working on both Customer Service and Technical Support procedures for ISO9001 both internal and annual audits.

JOB DUTIES

Respond to incoming calls and demand from potential customers for information about products and services.
Help develop opportunities by assisting potential and existing customers in determining appropriate products or services to purchase. Liaise with the sales team and technical team when necessary.
Forward new lead to our sales representants and if applicable Distributor Chanel in order for them to generate new sales opportunities.
Respond and proactively call existing customers regarding requests and questions about our service products and their account information. Analyses and rectifies customer concerns using established procedures. May use computer to access and/or update customer records.
Provide administrative support to our sales representants based in UK France Germany and India.
Uses computer to produce reports and other documents. Follows general instructions for desired format of work.
Monitors customer requirements to ensure on-time delivery or to advise of changed due dates. Communicate schedules and deadlines to all customers.
Act as an administrative liaison with internal and/or external sources. May receive incoming telephone calls for a department or organization obtains callers name and forwards call to appropriate person or takes a message.

This description is not exhaustive and may change over time as requirements and circumstances change.

FUNCTIONS

Manage information source and data management
ISO 9001 internal audits update procedures
Manage both Customer Service and Technical Support Teams carry out biannual and annual appraisals
Set Annual Objectives for Customer Service Team
Carry out corrective action (FAST to be trained)
Sales lead follow up and qualification
Supply first line Technical/Sales Support
Providing detailed quotations
Supply price and delivery information
Manage Distributor shipment schedules express shipments carriers ship completes ship lists despatch instructions
Expedite same day deliveries for end users
Manage order discounts for end users and distributors
Manage returns for Warranty and Repairs
Open new customer account and perform all necessary checks
Manage invoice queries pricing short shipments wrong goods shipped wrong items ordered
Manage back-order queries expediting and informing customers of changes
Assist with daily and monthly reporting on late items and CS activities
Manage broad line accounts RS portal
Customer visits - in rare circumstances some travel may be required
Attendance at Seminars Exhibitions and conferences may be required.
Ensure Product knowledge is up to date

WORK EXPERIENCE REQUIREMENTS

• Previous Customer Service Experience ideally within a manufacturing and/or a Distribution environment
• Previous Sales administration Experience ideally within a manufacturing and/or a Distribution environment
• Previous experience carry out ISO 9001 internal audits and corrective action activities
• Minimum 5 years management experience

ESSENTIAL SKILLS

Excellent verbal and written English
Excellent Communication Skills
Proactive and Self motivated
Accuracy
Organizational/Prioritization Skills
Proficient in Word Excel and outlook
Used confidently inhouse order booking systems or other ERP Systems

DESIRED SKILLS

• Fluent spoken and written French/German highly desirable

Work Arrangement : Onsite

Pay Range: - annually

We consider several job-related non-discriminatory factors when determining the pay rate for a position including but not limited to the positions responsibilities a candidates work experience a candidates education/training the positions 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.

Job Function : Customer Service