Customer Service Representative III

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 on a journey of continuous growth - now looking for our next star - a passionate Customer Service Representative. This position reports to the Senior Customer Service Manager and will work in Litchfield.

As the Customer Service Representative, you will play a critical role in the overall satisfaction of our customers. This position requires an action-orientated, flexible, problem solver who will assist customers with tracking open orders, expediting high priority shipments, and correcting discrepancies.

General Responsibilities:

• Manage customer orders from entry through shipment and invoicing.
• Answers 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, evolve with the company and take on new challenges.

• 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 reimbursement
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact

Skills & Requirements

The ideal candidate for this role will bring demonstrated success in (operational / engineering / manufacturing / etc.) Additionally, they will have acquired the following qualifications and experiences:

• Associate degree in business or related area (preferred)
• Experience working with a multi-cultural client and customer base
• Experience working in or with a distribution or warehouse facility
• 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.

Preferred

• Associates or better in Business Administration or related field

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.