Customer support | technical support

Position Summary | Purpose
  • Interacting with customers to provide excellent customer service including taking orders over the phone or via email or providing quotes for possible projects.
  • Entering orders in our ERP system by getting detailed order information and inputting the information into the system for our manufacturing team. This requires being able to look at basic drawings, being able to learn our product and discuss different door, frame, and hardware options with our customers.
  • Prepare and process orders including specific customer requests, detailed product dimensions and product specifications to satisfy customer needs and ensure customer satisfaction.
  • Efficiently using Microsoft office.
  • Problem solving to deliver solutions to customers and sales representatives. 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.
  • Communicating regularly with manufacturing to follow up on orders, etc.
  • Working in a team environment for the goal of getting orders and quotes entered.
  • 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.
  • Coordinate with Purchasing and Accounting on the material and cost requirements and details for new or modified Dunbarton products and processes.

 

Dunbarton Customer Service 09_21
Essential Duties
  • Key Performance Indicators:
    • Customer Returns – No customer returns or rework 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 an 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.
  • Dunbarton Proudly Offers:

    • 10 paid holidays
    • Health Insurance- Bronze, Silver, Gold, and Platinum plans offered
    • Dental Insurance
    • Vision Insurance
    • Fidelity 401k matched 100% of the first 3% and 50% of the next 3%. Employees are fully vested at the start of participation.
    • Wellness Reimbursement of up to $25 per month
    • PTO accrued at 5 hours per pay period (accrual rate increases with employment).
    • Company-paid life insurance
    • Company-paid short term disability
    • Company-paid long term disability

    All benefits are effective the first of the month following the employee’s 1st 30 days of employment.

    Thank you for your interest in Dunbarton Corporation!