Global Customer Service Manager

OK International is a global manufacturer of electronic benchtop tools and precision dispensing solutions worldwide. We have two major product lines: Metcal electronics bench tool solutions and Techcon dispensing Systems.

We have facilities in Cypress California (US), Chandlers Ford (UK) and Shenzhen (China) supporting our customers worldwide. The OK International Team is dedicated at putting customers first, having an entrepreneurship mindset, innovative culture, cultivating relationships and never compromising on integrity. Welcome to our team

OK International is part of the Dover Engineered Products segment of the Dover Corporation. Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV."

•    Working as a critical part of the OK International European Internal Sales team you will have a varied role including customer relationship management, customer services, technical support management and sales administration, data input, data cleansing. 

•    Support our sales representant based in UK, France, Germany and England.

•    Build solid, long-term relationships with our customers and distributors. 

•    Maintain the company's reputation by constantly and consistently meeting and exceeding the customer's expectations.  

•    Communicate customer feedback to help us constantly improve our service.

•    Manage the Technical Support Team on a day-to-day basis (holiday/sickness/support)

•    Ensure processes for both Customer Service and Technical Support are adhered to

•    Work closely with Global Quality Manager working on both Customer Service and Technical Support procedures for ISO9001 both internal and annual audits.

•    Respond to incoming calls and demand from potential customers for information about products and services.

•    Help develop opportunities by assisting potential and existing customers in determining appropriate products or services to purchase. Liaise with the sales team and technical team when necessary.

•    Forward new lead to our sales representants and if applicable Distributor Chanel in order for them to generate new sales opportunities.

•    Respond and proactively call existing customers regarding requests and questions about our service, products and their account information. Analyses and rectifies customer concerns using established procedures. May use computer to access and/or update customer records.

•    Provide administrative support to our sales representants based in UK, France, Germany and India.

•    Uses computer to produce reports and other documents. Follows general instructions for desired format of work.

•    Monitors customer requirements to ensure on-time delivery or to advise of changed due dates. Communicate schedules and deadlines to all customers.

•    Act as an administrative liaison with internal and/or external sources. May receive incoming telephone calls for a department or organization, obtains caller's name, and forwards call to appropriate person or takes a message. 

This description is not exhaustive and may change over time as requirements and circumstances change.  

•    Manage information source and data management

•    ISO 9001 internal audits, update procedures

•    Manage both Customer Service and Technical Support Teams carry out biannual and annual appraisals 

•    Set Annual Objectives for Customer Service Team

•    Carry out corrective action (FAST to be trained)

•    Sales lead follow up and qualification

•    Supply first line Technical/Sales Support

•    Providing detailed quotations

•    Supply price and delivery information

•    Manage Distributor shipment schedules, express shipments, carriers, ship completes, ship lists, despatch instructions

•    Expedite same day deliveries for end users

•    Manage order discounts for end users and distributors

•    Manage returns for Warranty and Repairs

•    Open new customer account and perform all necessary checks

•    Manage invoice queries – pricing, short shipments, wrong goods shipped, wrong items ordered

•    Manage back-order queries – expediting and informing customers of changes

•    Assist with daily and monthly reporting on late items and CS activities

•    Manage broad line accounts – RS portal

•    Customer visits - in rare circumstances some travel may be required

•    Attendance at Seminars, Exhibitions, and conferences may be required.

•    Ensure Product knowledge is up to date

• Previous Customer Service Experience, ideally within a manufacturing and/or a Distribution environment
• Previous Sales administration Experience, ideally within a manufacturing and/or a Distribution environment
• Previous experience carry out ISO 9001 internal audits and corrective action activities
•  Minimum 5 years management experience

ESSENTIAL SKILLS

•    Excellent verbal and written English

•    Excellent Communication Skills

•    Proactive and Self motivated

•    Accuracy

•    Organizational/Prioritization Skills

•    Proficient in Word, Excel and outlook

•    Used confidently inhouse order booking systems or other ERP Systems

• Fluent spoken and written French/German highly desirable

Work Arrangement : Onsite

Pay Range: £ - £ annually

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position's responsibilities, a candidate's work experience, a candidate's education/training, the position's location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

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.

Job Function : Customer Service