Customer Service Representative
Dometic, Litchfield, IL, United States
Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications. Our Marine organization is a trusted provider of innovative solutions for the worldwide boating and boat building industry, and we recently expanded our scope to lead the boating industry into an electrified future. Dometic has won numerous NMMA Innovation Awards over the years and we are always striving for new ways to make boating easier, safer, and more enjoyable. We are a journey of continuous growth – now looking for our next star – a passionate Customer Service Representative. This position reports to Customer Service Manager and will work in Litchfield, Illinois.
About The Position As a Customer Service Rep in the Litchfield team, you will be involved in assisting customers with order entry, tracking orders, expediting high priority shipments, and correcting discrepancies.
Your Main Responsibilities
Manage customer orders from entry through shipment and invoicing.
Answer incoming customer calls and emails regarding billing issues, product problems, service questions and general client concerns.
Work with cross-functional teams and multiple departments to resolve issues with customer orders.
Keep records of customer interactions and document any changes to their accounts.
Resolve service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.
Build sustainable relationships of trust through open and interactive communication with customers, carriers, and forwarders.
Create reports to update customers on open order status and explain backordered product.
Maintain a high level of professionalism with customers and work to establish a positive rapport.
Update and maintain daily reports.
What do we offer? You are offered an interesting role in a dynamic, fast paced and global environment with great opportunities to grow and take on new challenges. The growth at Dometic is continuous – which gives you great possibilities to evolve with the company.
Medical/Dental/Vision Insurance
Employee Assistance Program (EAP)
Disability insurance (STD/LTD)
401(k) with company match
PTO
Company defined holidays and two floating holidays for you to use as you choose
Paid maternity/paternity leave
Tuition assistance
Membership reimbursement (wholesale club and gym)
Employee discounts on our incredible products
Opportunities to make an impact
A suitable background would be a
Experience working with a multi-cultural client and customer base
Experience working in/with packaging & warehouse distribution facility
Associate degree in business or related area (preferred)
Experience with MRP/ERP systems
Excellent English communication skills (Written, Verbal, and Comprehension)
Proficient with Microsoft Excel - must be able to capture and record data, create pivot tables, sort and filter data, build charts and graphs, and use formula functions.
Familiarity with web browsers and demonstrated ability to work with tailored in-house applications.
Ability to translate technical information/instructions into verbiage that our customer base will understand
Ability to apply knowledge to new situations and use common sense to resolve customer questions.
To be successful in this role, we believe that you possess the following skills, competencies & characteristics:
Positive, can-do attitude
The ability to think critically and resolve conflict
Ability to multi-task, prioritize and manage time effectively
The ability to collect data from multiple applications, quickly and accurately
Dometic's Core Values To thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.
Are you our next star? Then we would love to see your application.
Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!
Dometic is proud to be an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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About The Position As a Customer Service Rep in the Litchfield team, you will be involved in assisting customers with order entry, tracking orders, expediting high priority shipments, and correcting discrepancies.
Your Main Responsibilities
Manage customer orders from entry through shipment and invoicing.
Answer incoming customer calls and emails regarding billing issues, product problems, service questions and general client concerns.
Work with cross-functional teams and multiple departments to resolve issues with customer orders.
Keep records of customer interactions and document any changes to their accounts.
Resolve service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.
Build sustainable relationships of trust through open and interactive communication with customers, carriers, and forwarders.
Create reports to update customers on open order status and explain backordered product.
Maintain a high level of professionalism with customers and work to establish a positive rapport.
Update and maintain daily reports.
What do we offer? You are offered an interesting role in a dynamic, fast paced and global environment with great opportunities to grow and take on new challenges. The growth at Dometic is continuous – which gives you great possibilities to evolve with the company.
Medical/Dental/Vision Insurance
Employee Assistance Program (EAP)
Disability insurance (STD/LTD)
401(k) with company match
PTO
Company defined holidays and two floating holidays for you to use as you choose
Paid maternity/paternity leave
Tuition assistance
Membership reimbursement (wholesale club and gym)
Employee discounts on our incredible products
Opportunities to make an impact
A suitable background would be a
Experience working with a multi-cultural client and customer base
Experience working in/with packaging & warehouse distribution facility
Associate degree in business or related area (preferred)
Experience with MRP/ERP systems
Excellent English communication skills (Written, Verbal, and Comprehension)
Proficient with Microsoft Excel - must be able to capture and record data, create pivot tables, sort and filter data, build charts and graphs, and use formula functions.
Familiarity with web browsers and demonstrated ability to work with tailored in-house applications.
Ability to translate technical information/instructions into verbiage that our customer base will understand
Ability to apply knowledge to new situations and use common sense to resolve customer questions.
To be successful in this role, we believe that you possess the following skills, competencies & characteristics:
Positive, can-do attitude
The ability to think critically and resolve conflict
Ability to multi-task, prioritize and manage time effectively
The ability to collect data from multiple applications, quickly and accurately
Dometic's Core Values To thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.
Are you our next star? Then we would love to see your application.
Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!
Dometic is proud to be an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
#J-18808-Ljbffr