Customer Experience Technician

Description

Dunbarton Corporation is seeking a Customer Experience Technician to join our team that is responsible for offering pre- and post-sales support, resolving technical inquiries, and ensuring a seamless customer experience by monitoring activity and addressing issues promptly. They identify customer needs, apply technical product knowledge, and provide tailored product solutions while supporting all Dunbarton departments.

Essential Job Functions

• Serve as the primary technical resource for quoting and entering sales orders, collaborating with Engineering for product drawings and modifications
• Provide detailed product knowledge, including specifications, delivery options, scheduling, and pricing
• Prepare and process accurate quotes and orders, ensuring customer requirements for quality, dimensions, and delivery are met
• Maintain positive relationships with customers, distributors, and sales staff by offering timely support and product information
• Address and resolve customer complaints and service issues
• Ensure corrective actions are implemented and documented
• Enter and manage data in the ERP system, including quotes, orders, backlogs, complaints, and cycle times
• Modify technical drawings based on customer specifications and manufacturing capabilities
• Collaborate with Purchasing and Accounting to determine material and cost requirements for new or modified products
• Understand and support manufacturing processes or workflows
• Maintain regular attendance in accordance with the established work schedule, including on-site presence at Dunbarton facilities and availability during evenings and weekends as needed
• Performs other work as directed and required

Knowledge, Skills, and Abilities

• Knowledge of Dunbarton products, manufacturing processes, and customer specifications
• Knowledge of ERP systems, CRM software, and document management tools
• Knowledge of cost analysis, quoting, and pricing strategies
• Knowledge of inventory control, order processing, and production scheduling
• Skill in the use of computer hardware and software including Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Skill in reading and interpreting drawings and technical documents
• Skill in technical writing and documentation of customer records
• Ability to serve as a technical expert and liaison between departments
• Ability to prepare accurate quotes, technical drawings, and detailed product specifications
• Ability to manage multiple tasks and projects with attention to detail and deadlines
• Ability to communicate effectively verbally and in writing
• Ability to establish and maintain effective, courteous working relationships with coworkers and customers
• Ability to remain calm in stressful situations and to take a teamwork approach to the job by cooperating with others, offering to help others when needed, and considering larger organization or team goals rather than individual concerns

Requirements

Required

• One (1) or more years of professional experience in a technical customer support or similar position
• One (1) or more years of professional experience working with Microsoft Office software

Preferred

• Experience in a steel, door, or frame manufacturing environment
• Two (2) or more years of professional experience in a technical customer service position within a manufacturing environment

Note: At the discretion of the hiring manager and/or the Human Resources Manager an equivalent combination of education and experience may be considered.

Physical Demands and Work Environment
The following physical activities are necessary to perform one or more essential functions of this position. A reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Sits or stands for long periods of time. Communicates effectively in person and/or by using telecommunications equipment. Grasps, turns, and manipulates objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Moves, lifts, carries, and places objects weighing up to 25 pounds without assistance. Works in varying temperature conditions. Occasionally will work in high, precarious places and occasionally is exposed to wet and/or humid conditions, fumes, or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually moderate to loud.

This job description is not intended as an exhaustive list of all job functions or responsibilities. Additional duties may be assigned as management deems appropriate. This job description does not represent an employment contract. Employment is at-will, and nothing herein restricts the right to assign or reassign duties at any time.