Customer Support

Dover-Corporation; Tulsa (OK); On-site; USD 45,000 - 65,000; Full time

Job summary

SWEP, part of the Dover Corporation family, is seeking a Customer Service/Order Management specialist in Tulsa, OK. You will manage inquiries and orders from receipt to payment, ensuring accurate data and on-time delivery.

Candidates should have a High School Diploma, some college preferred, and strong MS Office skills; experience in business-to-business customer service is a plus.

Qualifications

• High School Diploma. Some college or degree preferred.
• Experience in providing service in a business to business environment.
• Strong MS Office skills.

Responsibilities

• Handle orders and provide customer service, from customer inquiry, against existing quote/contract/price list through dispatch/invoice to payment information internally and to the customer including but not limited to:
• Set up and maintain customer data and records, such as customer information, delivery addresses, customer part number cross references, specific customer labels, special shipping and packing instructions, special invoicing instructions
• Communicate, provide and maintain information to the customer through external customer platforms/supplier portals
• Identifying customer needs, resolve issues, build and nurture customer intimacy
• Securing the best supply solution for the customer, negotiate improved delivery dates with production, split orders to accommodate customer demands, assess need for express transport, monitor customer stock levels in warehouses, coordinate needs with Logistics
• Manage financial matters on debt collection, overdue balances and provide information to Finance about agreed settlement dates
• Handle corrections on credit and debit notes to correct deviances and issue compensation for claims
• Register and handle all filed claims and act as customer’s primary point of contact throughout the claim process.
• Handle and coordinate periodic price revisions, from received information regarding valid Rf factor for respective account, through recalculation of price list/quote, distribution internally and update of order backlog in ERP.
• Handle customer forecasts, including entry in internal systems, analysis of received data and coordination and information of changes in volumes, both internally and with customer.
• Follow up stock agreement implementation, cooperate to deal with late stock.
• Participate in logistics and order process improvement projects with plants and/or other regions
• Provide support for general customer inquiries, such as drawing requests, KHK documentation, approvals etc.

Skills

MS Office

Education

High School Diploma. Some college or degree preferred

Job description

At SWEP, we believe our future rest on give more energy than we take – to our planet and to our people. As the world´s leading supplier of efficient heat transfer technology, we are driving the conversion to sustainable energy usage in heat transfer. We are dedicated to constantly creating more from less energy, material, and space. We are a growing company and a part of the Dover Corporation family. We are dedicated to supporting our customers with the optimal solutions and we believe in close, rewarding partnerships. We are represented in more than 50 countries and have production facilities in Sweden, USA, Slovakia, China and Malaysia. For us at SWEP, it's more than just a job, it´s a commitment to making a difference and an impact by finding new ways to make energy last longer – globally and locally. We are striving for record-breaking growth and are looking for individuals who think like entrepreneurs, have an open mind, care about the environment, and want to inspire and be inspired. Come and join us! Provide customer service, managing incoming inquiries and handle orders for customers, covering the process from received purchase order through receipt of payment.

RESPONSIBILITIES

• Handle orders and provide customer service, from customer inquiry, against existing quote/contract/price list through dispatch/invoice to payment information internally and to the customer including but not limited to:
• Set up and maintain customer data and records, such as customer information, delivery addresses, customer part number cross references, specific customer labels, special shipping and packing instructions, special invoicing instructions
• Communicate, provide and maintain information to the customer through external customer platforms/supplier portals
• Identifying customer needs, resolve issues, build and nurture customer intimacy
• Securing the best supply solution for the customer, negotiate improved delivery dates with production, split orders to accommodate customer demands, assess need for express transport, monitor customer stock levels in warehouses, coordinate needs with Logistics
• Manage financial matters on debt collection, overdue balances and provide information to Finance about agreed settlement dates
• Handle corrections on credit and debit notes to correct deviances and issue compensation for claims
• Register and handle all filed claims and act as customer’s primary point of contact throughout the claim process.
• Handle and coordinate periodic price revisions, from received information regarding valid Rf factor for respective account, through recalculation of price list/quote, distribution internally and update of order backlog in ERP.
• Handle customer forecasts, including entry in internal systems, analysis of received data and coordination and information of changes in volumes, both internally and with customer.
• Follow up stock agreement implementation, cooperate to deal with late stock.
• Participate in logistics and order process improvement projects with plants and/or other regions
• Provide support for general customer inquiries, such as drawing requests, KHK documentation, approvals etc.

QUALIFICATIONS, EDUCATION, AND EXPERIENCE

• High School Diploma. Some college or degree preferred
• Experience in providing service in a business to business environment.
• Strong MS Office skills

SKILLS AND COMPETENCIES

• Ability to work under pressure, meet deadlines and handle multiple and competing priorities.
• Good team work spirit and excellent communication skills.
• Service-minded, flexible and proactive with analytical and administrative skills
• Determined, focused on results, and goal oriented
• Ability to self-motivate and work independently

This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan. We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s 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.

We Are Dover Dover is a diversified global manufacturer and solutions provider. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainability Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach, our team takes an ownership mindset, collaborating with customers to redefine what's possible.