POSITION TITLE: Coordinator, Customer Experience
REPORTING TO: Team Lead, Customer Experience
LOCATION: Cebu, PhilippinesSummary Description:
The Coordinator, Customer Experience is the front-line point of contact of our customers who needs to get a quote, order some parts and follow up on an order. He/She provides the best support by researching the issue and providing the best solution possible for our customers. He/She will coordinate with other departments to ensure that customer’s issues or problems are being taken care of. He/She should be able to “wow” our customers through timely, efficient and humane responses to our customers.
Job Description
I. Strategic Management
a. Present ideas and solutions to help improve performance, domain processes and company policies.II. People Management
a. Participate in Team and Company activities such as townhalls, team huddles and updates.
b. Interact with teammates and share inputs in creative problem solving projects and action plans.
III. Technical/Functional Management
a. Respond and resolve customer queries through tickets and phone calls.
b. Research information and resolution for customer issues and inquiries.
c. Process quotes and orders of customers.
d. Coordinates with other departments of Dover Food Retail such as shipping, engineering, technical support and etc. to resolve customer’s issues.
e. Communicate and recommend observable patterns, customer behaviors, pain points and bottlenecks to Team Lead.
Qualifications and Educational Requirements:
• Bachelor’s Degree is required for this position.
• 3 Years experience in the BPO or Shared Services industry.
• 3 Years experience in handling customers whether it is through calls or emails.
Preferred Skills
• Technical Skills
o Basic knowledge of Microsoft Programs
o Basic knowledge or experience in Salesforce and InContact (CRM) is preferred.
o Knowledge in ERP Systems such as AS400, Visual, SyteLine, Oracle is a plus.
• Communication Skills
o Good English Communication Skills in oral and written communication.
o Above average comprehension skills
o Negotiation skills is a plus.
• Problem Solving Skills
o Attention to details
o Knows how to conduct research
• Decision Making Skills
• Customer Service Skills
COMPANY OVERVIEW
Dover Business Services (DBS) is an independent business-to-business service provider within Dover Corporation, a diversified global manufacturer with annual revenues of $7.5 billion. DBS is accountable for delivering selected transactional services in Finance to the entire organization. With locations in Downers Grove, Illinois, Suzhou, China, and Cebu, Philippines. DBS centers operate across the globe to maximize service to our operating companies (OpCos).
Dover Corporation delivers innovative equipment and components, specialty systems, and support services through four major operating segments: Engineered Products, Fueling Solutions, Image & Identification, Refrigeration & Food Equipment, and Pumps & Solutions. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for nearly 60 years, our team of over 27,000 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.”
