Customer Experience Tech

Dunbarton Corporation is currently looking for someone who knows the doors, frames, and hardware side of the business. If you've quoted Division 8, entered orders for building supplies, or read a set of plans to build a takeoff, we want to talk to you.Location: Based in Dothan, AL, with remote arrangements available for a strong candidate. We'd rather find the right person and work out the logistics than settle for the closest one.Job SummaryThe Customer Experience Technician is responsible for offering pre- and post-sales support, resolving technical inquiries, and ensuring a seamless customer experience by monitoring activity and addressing issues promptly. They identify customer needs, apply technical product knowledge, and provide tailored product solutions while supporting all Dunbarton departments.Essential Job FunctionsServe as the primary technical resource for quoting and entering sales orders, collaborating with Engineering for product drawings and modificationsProvide detailed product knowledge, including specifications, delivery options, scheduling, and pricingPrepare and process accurate quotes and orders, ensuring customer requirements for quality, dimensions, and delivery are metMaintain positive relationships with customers, distributors, and sales staff by offering timely support and product informationAddress and resolve customer complaints and service issuesEnsure corrective actions are implemented and documentedEnter and manage data in the ERP system, including quotes, orders, backlogs, complaints, and cycle timesModify technical drawings based on customer specifications and manufacturing capabilitiesCollaborate with Purchasing and Accounting to determine material and cost requirements for new or modified productsUnderstand and support manufacturing processes or workflowsMaintain regular attendance in accordance with the established work schedule, including on-site presence at Dunbarton facilities and availability during evenings and weekends as neededPerform other work as directed and requiredKnowledge, Skills, and AbilitiesKnowledge of Dunbarton products, manufacturing processes, and customer specificationsKnowledge of ERP systems, CRM software, and document management toolsKnowledge of cost analysis, quoting, and pricing strategiesKnowledge of inventory control, order processing, and production schedulingSkill in the use of computer hardware and software including Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)Skill in reading and interpreting drawings and technical documentsSkill in technical writing and documentation of customer recordsAbility to serve as a technical expert and liaison between departmentsAbility to prepare accurate quotes, technical drawings, and detailed product specificationsAbility to manage multiple tasks and projects with attention to detail and deadlinesAbility to communicate effectively verbally and in writingAbility to establish and maintain effective, courteous working relationships with coworkers and customersAbility to remain calm in stressful situations and to take a teamwork approach to the job by cooperating with others, offering to help others when needed, and considering larger organization or team goals rather than individual concernsQualificationsRequiredOne (1) or more years of professional experience in a technical customer support or similar positionOne (1) or more years of professional experience working with Microsoft Office softwarePreferredExperience in a steel, door, or frame manufacturing environmentTwo (2) or more years of professional experience in a technical customer service position within a manufacturing environmentNote: At the discretion of the hiring manager and/or the Human Resources Manager an equivalent combination of education and experience may be considered.Physical Demands and Work EnvironmentThe following physical activities are necessary to perform one or more essential functions of this position. A reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.Sits or stands for long periods of time. Communicates effectively in person and/or by usingtelecommunications equipment. Grasps, turns, and manipulates objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Moves, lifts, carries, and places objects weighing up to 25 pounds without assistance. Works in varying temperature conditions. Occasionally will work in high, precarious places and occasionally is exposed to wet and/or humid conditions, fumes, or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually moderate to loud.This job description is not intended as an exhaustive list of all job functions or responsibilities. Additional duties may be assigned as management deems appropriate. This job description does not represent an employment contract. Employment is at-will, and nothing herein restricts the right to assign or reassign duties at any time.