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’s 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 and written communication skills.
• Proven record of interpersonal skills that enable close partnering with customers and internal teams.
• Some travel may be required to visit local dealers.

DOVER COMPETENCIES:

Builds and Manages Collaborative Relationships

Customer Impact

Results Driven

KNOWLEDGE, SKILLS, AND ABILITIES:

Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others. Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication: Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel. Listens to understand input, feedback, and concerns. Provides complete information in an open, honest, and straightforward manner. Responds promptly and positively to questions and requests.

Teamwork and Relationships: Works with other employees willingly and in a spirit of cooperation and teamwork. Supports cooperation. Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad. Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate. Embraces a positive outlook. Is respected and trusted by others.

Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements. Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems. Works with both internal and external customers to develop solutions which meet company-wide needs and objectives. Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value. Shares best practices with other employees across the business.

Accountability: Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.