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 24000 employees takes an ownership mindset collaborating with customers to redefine whats 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 companys reputation by constantly and consistently meeting and exceeding the customers 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 ISO
9001 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 callers 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

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

Manage Distributor shipment schedules express…