Customer Service Coordinator I

Dover Corporation; Compostela; On-site; PHP 335,000 - 536,000; Full time

Job summary

Dover Corporation's Cebu, Philippines-based Customer Service Coordinator I joins a global network to support customers through quotes, orders, and timely follow-up. You will coordinate with shipping, engineering, and technical support to resolve issues while delivering humane, efficient service.

Qualifications include a Bachelor's degree and 3 years in BPO or shared services, with strong English communication and detail-oriented problem solving.

Qualifications

• Bachelor’s Degree is required for this position.
• 3 Years experience in the BPO or Shared Services industry.
• 3 Years experience in handling customers whether it is through calls or emails.
• Proficient in MS Office; Salesforce and InContact (CRM) preferred.

Responsibilities

• Respond and resolve customer queries through tickets and phone calls.
• Research information and resolution for customer issues and inquiries.
• Process quotes and orders of customers.
• Coordinates with other departments to resolve customer’s issues (shipping, engineering, technical support).
• Communicate observable patterns, customer behaviors, pain points and bottlenecks to Team Lead.

Skills

Customer service

Communication

Research

Attention to detail

Negotiation

Education

Bachelor’s Degree

Tools

Salesforce

InContact

AS400

Visual

SyteLine

Oracle

Job description

Customer Service Coordinator I

Company : Dover Corporation

Job Type : Full Time

Cebu City, Philippines

POSITION TITLE: Customer Service Coordinator I
REPORTING TO: Team Lead, Customer Experience
LOCATION: Cebu, Philippines
Summary Description:
The Customer Service Coordinator I is the front-line point of contact of our customers who needs to get aquote, order some parts and follow up on an order. He/She provides the best support by researching theissue and providing the best solution possible for our customers. He/She will coordinate with otherdepartments to ensure that customer’s issues or problems are being taken care of. He/She should be ableto “wow” our customers through timely, efficient and humane responses to our customers.

• I. Strategic Management
• a. Present ideas and solutions to help improve performance, domain processes and company
• policies.
• II. People Management
• a. Participate in Team and Company activities such as town halls, team huddles and updates.
• b. Interact with teammates and share input in creative problem solving projects and action plans.
• III. Technical/Functional Management
• a. Respond and resolve customer queries through tickets and phone calls.
• b. Research information and resolution for customer issues and inquiries.
• c. Process quotes and orders of customers.
• d. Coordinates with other departments of Dover Food Retail such as shipping, engineering, technical support and etc. to resolve customer’s issues.
• e. Communicate and recommend observable patterns, customer behaviors, pain points and bottlenecks to Team Lead.

Qualifications and Educational Requirements

• Bachelor’s Degree is required for this position.
• 3 Years experience in the BPO or Shared Services industry.
• 3 Years experience in handling customers whether it is through calls or emails.

Preferred Skills

• Technical Skills
  • Basic knowledge of Microsoft Programs
  • Basic knowledge or experience in Salesforce and InContact (CRM) is preferred.
  • Knowledge in ERP Systems such as AS400, Visual, SyteLine, Oracle is a plus.
• Communication Skills
  • Good English Communication Skills in oral and written communication.
  • Above average comprehension skills
  • Negotiation skills is a plus.
• Problem Solving Skills
  • Attention to details
  • Knows how to conduct research
• Decision Making Skills
• Customer Service Skills

Dover Business Services (DBS) is an independent business to business service provider withinDover Corporation, a diversified global manufacturer with annual revenues of $7.5 billion. DBS isaccountable for delivering selected transactional services in Finance, IT and HR to the entireorganization. With locations in Hamilton, Ohio, Dundee, Scotland and soon to be Suzhou, China,DBS centers operate across the globe to maximize service to our operating companies (OpCos).

Dover Corporation deliver’s innovative equipment and components, specialty systems andsupport services through four major operating segments: Energy, Engineered Systems, Fluids,and Refrigeration & Food Equipment. Dover combines global scale with operational agility to leadthe markets we serve. Recognized for our entrepreneurial approach for nearly 60 years, our teamof over 27,000 employees takes an ownership mindset, collaborating with customers to redefinewhat’s possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York StockExchange under “DOV.”