Customer Service Representative

  • Dover Environmental Solutions Group
  • Surrey, British Columbia, Canada
  • Jul 08, 2022

Job Description

"TWG" is the group name we use to refer to the industry's foremost producers of quality winches, hoists, gear drives and electronic monitoring systems for global industrial applications. The seven brands comprising TWG include Tulsa Winch, Rufnek, Greer, dp Winch, Gear Products, Pullmaster and LANTEC. Operating from the Jenks, Oklahoma facility are the Tulsa Winch, Rufnek, Greer, dp Winch and Gear Products brands with Pullmaster and LANTEC brands operating from the Surrey, British Columbia, Canada.

By drawing upon the talent of our dedicated employees and the strengths of these brands, TWG has become known around the world for providing innovative products and solutions designed and manufactured to high quality standards and delivered to our customers on time. The products and solutions produced by TWG find their way into diverse applications including onshore oil and gas, the utility industry, commercial and governmental towing and recovery, construction and offshore cranes, marine applications including fishing and cargo handling, forestry and mining applications and a myriad of other construction applications.

We feel that our success is directly attributable to the creativity, commitment and enthusiasm of our employees.

This position reports to the Customer Service Supervisor and is responsible for assisting the Outside Sales Leaders of major accounts and is also responsible in building and providing the highest level of customer support for internal and external customers, related entities representing all brands of TWG in accordance with the Company's strategic business growth objectives.

Essential Responsibilities:

  • Execution of order management from inbound inquiry through shipment.
  • Includes but is not limited to inbound Sales call conversion to leads and orders through effective communications, costing requests, order processing, order tracking, expediting and providing shipment information all utilizing CRM, ERP, customer portals and other standard business systems.
  • Field customer inquiries, determine if inquiries are qualified for direct sales and manage referral to distribution if necessary
  • Understands and clearly communicates to customers TWG terms & conditions and other sales policies
  • Provide support to Outside Sales Leaders and Management.
  • Provide timely order status communications focusing on potential issues prior to customer impact.
  • Act as point person for issue management by coordinating and consulting with internal resources ensuring timely and effective issue resolution. Escalate issues as required to ensure commitments are met.
  • Monitor and communicate assigned account ER status for critical projects elevating as appropriate if issues arise.
  • Effectively communicate technical product specifications to customers / distributor partners as well as communicating customer expectations to internal and external stakeholders.
  • Cross-departmental collaboration to ensure exceptional customer experience throughout the entire quote to cash process.
  • Ensures all pre and post export documentation is completed and properly filed per TWG's export policies.
  • Performs customer audits and other Dover/TWG compliance related tasks as required.
  • Responsible for ongoing continuous improvement and standard work creation for the function.
  • Other essential duties and responsibilities may be assigned as required.
  • This position is also responsible for, with authority to follow ISO procedures, initiate action to prevent problems, document quality problems, contribute to problem solutions, verify implementation of solutions, control further processing when a problem is identified, protect the environment, including preventing pollution, analyzing or identifying areas for correction or improvement.


Qualifications/Requirements:
  • Required: Associate Degree in Sales, Business or related field of specialty; 3+ years of successful customer service and support experience or successful combination of education, knowledge and experience.
  • Preferred: Advanced degree in Sales, Business or related field of specialty. Experience supporting customers in the Marine, Energy, Infrastructure and Recovery markets. Knowledge of, or experience with geared products, electronics, hydraulics or related mechanical equipment.
  • Must be able to travel as required and /or directed.


Top Leadership Competencies - This position must consistently strive for continual improvement with the following behaviors found in Dover's Leadership Competencies. The following are the top 3 leadership competencies required for this position.
  • Customer Impact: Creates value for customers addressing known and unknown needs. Knows and understands all aspects of the global market, including economics (regulatory issues, corporate compliance, etc.), products and services, channels, the customers and their end-markets.
  • Builds and Manages Collaborative Relationships: Establishes and nurtures numerous relationships within Dover. Takes action to partner with the communities in which we operate and be an appropriate corporate citizen.
  • Strong Business Acumen and Sound Judgement: Uses instinct as well as data to accurately assess business situations and industry trends; makes timely, appropriate decisions and implements appropriate plans while living the Dover Values.


Preferred characteristics, competencies and capabilities:
  • Proficiency using the Company's Enterprise Resource Planning (ERP) software, CRM software, communication systems, computer systems, software systems, operating systems, including but not limited to Microsoft Office, PowerPoint, Excel and other related programs.
  • Strong history of applying continuous improvement concepts and tools
  • Strong analytical skills
  • Strong interpersonal and leadership skills
  • Excellent organizational and time management skills


Physical Requirements and Work Conditions:
  • Must be able to perform the following physical activities: standing, walking, sitting, kneeling, bending, lifting, carrying, balancing, stooping, reaching, handling, feeling, talking, hearing, seeing.
  • Must be able to move around obstructions such as boxes, chairs, desks, office equipment and other related items that may be on the floor, move around airports, in and out of airplanes or other approved means of transportation.
  • May require lifting up to 25 pounds with or without lifting aids and devices.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • Must be able to work in a non-climate-controlled manufacturing shop and climate-controlled office environment as job duties require. May be exposed to loud operating machinery and cold or hot temperatures.


Disclaimer: The list of tasks and responsibilities is not exhaustive and TWG reserves the right to make changes to the job description as required.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : Canada : British Columbia : Surrey

Sub Division : TWG Canada Consolidated Inc

Job Requisition ID : 43621

Job Segment: Customer Service Representative, Outside Sales, ERP, Offshore Oil, Customer Service, Sales, Technology, Energy