Project Estimator

Position Summary | Purpose

Interact with customers, vendors, and manufacturing to provide information on Dunbarton products and services, take and enter sales orders, provide quotes for sales, set delivery timing and shipping details, and expedite orders. Provides product and service advice to the sales force, distributors, engineering, and manufacturing to resolve product issues regarding customer service and sales of Dunbarton products

Dunbarton Customer Service 09_21
Essential Duties/Responsibilities/Functions/Tasks:
  • Job Skill Level 1 (Essential Functions – Core Job):
    • Confer with customers to provide product information on Dunbarton products, take and enter orders, expedite or delay orders, provide accurate quotes, relay manufacturing, and shipping costs and schedules, and handle customer complaints. Takes special pride in the recording of accurate product and customer information with no errors as a goal.
    • Coordinate closely with Regional Sales Representatives on sales orders and requirements for new and existing customers. Understand and correctly apply special product discounts or multipliers.
    • Coordinate with Purchasing and Accounting on the material and cost requirements and details for new or modified Dunbarton products and processes.
    • Coordinate with the Manufacturing Department about orders in the process to ensure accurate manufacturing and be aware of potential delays or other internal problems that could affect a customer’s order status.
    • Direct specified manufacturing departments to fabricate, prepare, package and ship ordered products to designated locations according to a schedule.
    • Have a clear understanding of the manufacturing and shipping processes and requirements for existing and new Dunbarton products and coordinate modified processes, new tools or equipment, and product flow.
    • Interact with customers by computer, mail, or telephone about order information, such as pricing and discounts, shipping dates, expediting requirements, and anticipated delays.
    • Prepare and process orders including specific customer requests, detailed product dimensions, and product specifications to satisfy customer needs and ensure customer satisfaction.
    • Provide customer feedback to Marketing and Engineering for product development or improvement or ideas for new product development.
    • Provide feedback to Sales and Marketing Department and Manufacturing concerning order discrepancies or other failures to meet customer’s expectations. Establish corrective measures to eliminate repeated failures.
    • Receive and respond to customer complaints. Check to ensure that appropriate changes were made to resolve customers’ problems. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, to include actions taken.
    • Request and confer with specified manufacturing departments to fabricate, prepare, package, and ship ordered products to designated locations according to a schedule.
    • Resolve customers’ service or billing complaints by performing activities such as replacing products, exchanging products, arranging product rework, refunding money, and adjusting bills or other actions to ensure customer satisfaction and continued business.
    • Solicit sales of new or additional products and promote Dunbarton products.
    • Verify customer and order information for correctness, checking it against previously obtained information. Employees must understand customer and specification requirements and consistently ensure quality and conforming products.
  • Job Skill Level 2 (Essential Functions – Expanded Job):
    • Assist and provide support in physical inventory assessments and reconciliations.
    • Demonstrate advanced knowledge of Dunbarton customers and their specific requirements and specifications, Dunbarton products, coordination between Dothan plant, Camden plant, WRC, and other remote locations affecting product orders, all manufacturing processes, details needed for engineering drawings, and shipping details including type, schedule, and cost of various available methods.
    • Demonstrate the ability to perform all functions for Customer Service order entry and customer interface, including logistics, quoting, and customer support.
    • Demonstrated advanced skills in reading and interpreting engineering drawings of Dunbarton products.
    • Function as the Dunbarton Customer Service Manager or Assistant Manager in his/her absence.
    • Perform other job-related functions and special projects as required. Not all essential functions may be listed in this job description.
    • Train new or existing employees on all Specialist – Customer Service functions and responsibilities.
  • Non-Essential Duties/Responsibilities/Functions/Tasks:
    • Attend all required job-related training.
    • Attend team functions, communications meetings, and special events.
    • Train other employees in all job duties in the department.
    • Assist in all other areas as needed.
  • Competency Level C (Entry-level – Basic Job Competencies)
    • Competency to operate the ERP at a basic level.
    • Confer with customers to provide product information on Dunbarton products, take and enter orders, expedite or delay orders, provide accurate quotes, relay manufacturing and shipping costs and schedules, and handle customer complaints.
    • Coordinate closely with Regional Sales Representatives on sales orders and requirements for new and existing customers. Understand and correctly apply special product discounts or multipliers.
    • Coordinate with Purchasing and Accounting on the material and cost requirements and details for new or modified Dunbarton products and processes.
    • Coordinate with the Manufacturing Department about orders in process to ensure accurate manufacturing and be aware of potential delays or other internal problems that could affect a customer’s order status.
    • Have a basic understanding of the manufacturing and shipping processes and requirements for existing and new Dunbarton products and coordinate modified processes, new tools or equipment, and product flow.
    • Interact with customers by computer, mail or telephone about order information, such as pricing and discounts, shipping dates, expediting requirements and anticipated delays.
    • Prepare and process orders including specific customer requests, detailed product dimensions and product specifications to satisfy customer needs and ensure customer satisfaction.
    • Provide feedback to Sales and Marketing Department and Manufacturing concerning order discrepancies or other failures to meet customer’s expectations. Establish corrective measures to eliminate repeated failures.
    • Receive and respond to customer complaints. Check to ensure that appropriate changes were made to resolve customers’ problems. Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, to include actions taken.
    • Resolve customers’ service or billing complaints by performing activities such as replacing products, exchanging products, arranging product rework, refunding money and adjusting bills or other actions to ensure customer satisfaction and continued business.
    • Verify customer and order information for correctness, checking it against previously obtained information. Employee must understand customer and specification requirements and consistently ensure a quality and conforming product.
  • Competency Level B (Intermediate Competencies) complete before eligible to move to Level B
    • Competency to operate the ERP at a basic level.
    • Confer with customers to provide product information on Dunbarton products, take and enter orders, expedite or delay orders, provide accurate quotes, relay manufacturing and shipping costs and schedules, and handle customer complaints.
    • Coordinate closely with Regional Sales Representatives on sales orders and requirements for new and existing customers. Understand and correctly apply special product discounts or multipliers.
    • Coordinate with Purchasing and Accounting on the material and cost requirements and details for new or modified Dunbarton products and processes.
    • Coordinate with the Manufacturing Department about orders in process to ensure accurate manufacturing and be aware of potential delays or other internal problems that could affect a customer’s order status.
    • Have a basic understanding of the manufacturing and shipping processes and requirements for existing and new Dunbarton products and coordinate modified processes, new tools or equipment, and product flow.
    • Interact with customers by computer, mail or telephone about order information, such as pricing and discounts, shipping dates, expediting requirements and anticipated delays.
    • Prepare and process orders including specific customer requests, detailed product dimensions and product specifications to satisfy customer needs and ensure customer satisfaction.
    • Provide feedback to Sales and Marketing Department and Manufacturing concerning order discrepancies or other failures to meet customer’s expectations. Establish corrective measures to eliminate repeated failures.
    • Receive and respond to customer complaints. Check to ensure that appropriate changes were made to resolve customers’ problems. Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, to include actions taken.
    • Resolve customers’ service or billing complaints by performing activities such as replacing products, exchanging products, arranging product rework, refunding money, and adjusting bills or other actions to ensure customer satisfaction and continued business.
    • Verify customer and order information for correctness, checking it against previously obtained information. Employees must understand customer and specification requirements and consistently ensure quality and conforming products.
  • Competency Level “A” (Advanced Competencies) Complete before eligible to move to level “A”
    • Advanced proficiency at all “B” level requirements.
    • Assist and provide support in physical inventory assessments and reconciliations.
    • Confer with Dunbarton personnel at the Dothan Plant, Camden Plant, WRS, vendors, customers and shipping lines to coordinate activities to meet customer needs and requirements.
    • Coordinate corrective action and notification of all concerned parties (Sales, Customer Service, Manufacturing, Packaging, freight carriers, and others) of possible shipping delays, product damage, improper deliveries, or unanticipated deviations from the schedule.
    • Demonstrate advanced knowledge of Dunbarton customers and their specific requirements and specifications, Dunbarton products, coordination between Dothan plant, Camden plant, WRC, and other remote locations affecting product orders, all manufacturing processes, details needed for engineering drawings, and shipping details including type, schedule, and cost of various available methods.
    • Demonstrate the ability to perform all functions for Customer Service order entry and customer interface, including logistics, quoting, and customer support.
    • Demonstrate advanced skills in reading and interpreting engineering drawings of Dunbarton products.
    • Develop and implement specific procedures to orient new employees to the department and mentor (or assign a mentor) for new employees during their orientation period.
    • Finds root cause for logistics problems or customer claims of lost or damaged shipments; initiate corrective actions.
    • Operate efficiently and the Customer Service or the Customer Service Assistant Manager in his/her absence.
    • Train team members and others on all assigned work processes, safety principles, Dunbarton products, customer service procedures, quality guidelines, specific customer and vendor requirements, and Dunbarton policies and procedures.

 

  • Essential Qualifications: Key Performance Indicators
    • Customer Returns – No customer returns or reworks resulting from Specialist – Customer Service functions, tasks, and responsibilities. Includes incorrect information given or translated and failure to give or provide the necessary correct information.
    • Customer Satisfaction – No customer complaints on product orders or quotes.
    • Order Entry Accuracy – No customer complaints, no rework, no product replacement, no lost customers, no product scrap, no lost revenue or money due to incorrect order entry.
    • Order Entry Rate – All customer orders are entered correctly within 24 hours.
    • Production Downtime – No production downtime or missed/delayed customer orders due to inaccurate order entry, incorrect materials, failure to enter order in time, incorrect product order sequencing or accuracy, or product order problems.
    • Technical Drawing Accuracy – All new or modified product drawings are completed correctly, on time and in a fashion that all can see and use this data effectively. Correct drawing is submitted the first time.

 

  • Required Education and Experience:
    • High school graduation or equivalent education.
    • Two (2) years experience in a customer service or related position.
    • Two (2) years experience in computer operations.

 

  • Preferred Education and Experience:
    • Four (4) year degree in a customer service or related major.
    • Two (2) or more years’ experience in a customer service technical role in a manufacturing plant.
    • Demonstrated experience with an ERP system, MS Office, and SharePoint.
    • Door, Frame and related product customer service experience.