What are the responsibilities and job description for the Customer Service Representative position at Dormer Pramet?
We are seeking an organized, energetic, and relationship‑driven Customer Service Representative to join our team. In this role, you will serve as a primary point of contact for both internal and external customers, ensuring exceptional service, timely order processing, and accurate information at every step. You will work closely with sales, customer service leadership, and other cross‑functional teams to resolve issues, provide product support, and maintain a high level of customer satisfaction.
This position is ideal for someone who thrives in a collaborative team environment, enjoys multitasking, and takes pride in delivering outstanding results.
Key Responsibilities
You are a motivated, detail‑oriented professional who thrives in a team‑oriented, customer‑focused environment. You enjoy building positive relationships, solving problems, and becoming the “go‑to” person customers can trust. You handle multiple priorities well and excel in meeting deadlines.
Qualifications
Apply today and help us deliver the exceptional service our customers expect!
This position is ideal for someone who thrives in a collaborative team environment, enjoys multitasking, and takes pride in delivering outstanding results.
Key Responsibilities
- Provide high‑quality customer service by answering inquiries, resolving issues, and handling complaints professionally and efficiently.
- Serve as the main contact for processing, entering, maintaining, and updating all standard and special orders.
- Quote established standard and contract pricing, including modified tools.
- Offer basic technical support and recommend appropriate products for customer applications.
- Maintain ongoing communication with internal sales teams and the Customer Service Manager regarding sensitive customer issues.
- Meet departmental Key Performance Indicators (KPIs).
- Support Accounts Receivable by investigating disputed payments and processing credit memos.
- Resolve quote or purchase order discrepancies for all customer transactions.
- Process routine product returns, quality returns, and annual stock returns.
- Monitor one or more key accounts, including notifying customers of late orders, issuing credits or RMAs, logging complaints, tracking shipments, and managing open order reports.
- Respond promptly to customer needs, proactively seek customer feedback, and manage challenging situations with professionalism.
- Follow departmental procedures and ensure alignment with related facilities and departments.
- Perform additional duties as assigned.
You are a motivated, detail‑oriented professional who thrives in a team‑oriented, customer‑focused environment. You enjoy building positive relationships, solving problems, and becoming the “go‑to” person customers can trust. You handle multiple priorities well and excel in meeting deadlines.
Qualifications
- Associate’s Degree or equivalent experience in the manufacturing industry.
- 3–5 years of customer service experience required.
- Experience or knowledge in metal‑cutting tools is a plus, but not required.
- High proficiency with Microsoft Office and experience using ERP systems; SAP experience is a plus.
- Strong verbal and written communication skills.
- Ability to manage multiple tasks in a fast‑paced environment.
- Continuous improvement mindset, with a focus on building strong customer and colleague relationships.
- Comfortable working in a global team environment and collaborating with stakeholders at all levels.
- Collaborative and supportive work culture
- Opportunities for professional growth and advancement
- Chance to become a trusted resource in a specialized, dynamic industry
- Recognition and rewards for strong performance
Apply today and help us deliver the exceptional service our customers expect!