Customer Service Representative

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.

Dometic Marine’s facility in Sparta, TN produces roto-molded fuel and ballast tanks and other roto-molded products for industrial applications. The site also manufactures select marine furniture, aluminum tanks, blow-molded portable tanks, and sanitation systems.

We are on a journey of continuous growth – now looking for our next star – a passionate Customer Service Representative. This position reports to the Customer Service Manager and will work in Sparta, TN.

As a Customer Service Representative of the Sparta team, you will be involved in playing 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. The ideal candidate will demonstrate excellent written and verbal communication skills and be able to deliver effective solutions with a positive upbeat attitude.

Associates should be comfortable utilizing a variety of software applications to navigate customer accounts, research and review orders, and resolve customer concerns.

• The ISR must balance and prioritize the above responsibilities. They must recognize when the required work will not be accomplished on a timely basis and seek assistance before it becomes a problem.
• Take all customer calls and return messages on a daily basis
• Assist customer with problems and resolve issues with the help of the appropriate person
• Maintain customer master files with any pertinent changes
• Understand Sanitation product application for use and installation
• Maintain customer cross reference files
• Ability to provide technical support and understand the mechanical aspect of the product groups.
• Maintain a working knowledge of any new products and product specifications
• Provide solutions to problems with assistance of Product Manager, including customer shortages/overages, pricing issues, and delivery issues/notify customers and team members also.
• Communicate accomplishments and issues as required to RSM's and CSR Lead & Product Manager.
• Upon entry of any new project in the ECS by the Sales Manager, the ISR will follow that project through our systems in a timely manner with assistance from RSM.
• Coordination on working projects will be between Customer, ISR, and engineering, maintaining consistent communications with the RSM. ISR may take the lead role in these projects.

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.

• 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 solid experience within Customer Service and Manufacturing as well as the following qualifications and experiences:

• High School diploma or equivalent required
• Associates degree in business or related area (preferred)
• Experience working with a multi-cultural client and customer base
• Experience with MRP/ERP systems
• 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…