Customer Experience Technician

Dunbarton Corporation is seeking a Customer Experience Technician to join our team that 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 Functions Serve 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 neededPerforms other work as directed and required Knowledge, Skills, and Abilities Knowledge 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 concerns