Contract Services Customer Service Representative
Gilbarco Veeder-Root - Greensboro, NC

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OPCO Description

Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets.

In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities.

Gilbarco is a leading global supplier of fuel dispensing equipment, fully integrated point of sale systems for the global petroleum marketplace. Gilbarco is headquartered in Greensboro, North Carolina with sales, manufacturing, research, development, and service locations in North and South America, Europe, Asia, the Pacific Rim and Australia.


The objective of this position is to provide support to internal and external GVR Service related customers who have enrolled in GVR services. The quality of the service we provide to our customers will be greatly impacted by this position and the performance of the person that holds it. The responsibilities of this role will span much of the customer’s life cycle.

This person will have the responsibility and accountability from receipt of Executed Service Agreement through Site Activation, acting as a support contact for the customer regarding administrative issues and questions they may have with the service being provided to them.

This Contract Services Customer Service Representative will be charged with the below detailed responsibilities for a diverse segment of the GVR Services customers. Namely, customers with a signed Service Agreement enrolling at least one site in GVR Services Services. Supported Services to include (but not limited to) PSO, FMS, SIR, CMS/NOV, Gasboy, ISA, Managed Maintenance.

Primary Responsibilities

Service Agreement Data Entry/Processing in SMS/FMS, MacPac databases

Daily customer account maintenance – service changes, updates, cancellations

Assist in establishing and maintaining dept procedures and standard work

Assist with customer special projects as needed

Customer inquiries related to Service Agreement and service invoicing

Ownership and handling of designated customer territory

Provide back up assistance for other team territories when needed

VOC - Internally communicate voice of the customer to the Account Management & Marketing team

Internal and External Customer Inquiry Support

Electronic and hard copy Contract File Maintenance

Daily work status reporting via COW, WOW, NOW or manual process

Accountability to maintain identified service levels for services listed above

Secondary Responsibilities:
Provide back up assistance to the FMS Customer Service Manager

Continuous Improvement – continuously evaluate current processes to suggest quality and productivity improvements that can be made through projects or process changes

Internal and External Support – If needed, when situations arise for higher-level support or research into an unresolved customer issue, this individual will evaluate the situation in a timely matter and if not resolved by self escalate to higher authorities.

Participation in DBS events/meetings

Service Trial/Qeval Processing and Management

Additional customer service related responsibilities may be added if deemed appropriately related


High School Diploma or Associates Degree

5 years experience in Customer Service field

Customer/personal skills

Effective Communication with internal/external teams

Problem-solving skills

Cultural understanding

Microsoft applications skills (including Access Queries)

Strong Organization and multi-tasking skills

Be a team player and be process oriented

Strong task and process ownership

Danaher Overview

Danaher Corporation designs, manufactures, and markets professional, medical, industrial, and consumer products, which all generate approximately $17 Billion in revenue. Danaher’s business activities encompass four reporting segments and are comprised of six strategic platforms: Medical Technologies, Professional Instrumentation (Environmental, Electronic Test), Industrial Technologies (Motion, Product ID, Focused Niche Businesses) and Tools & Components (Mechanic’s Hand Tools).

Danaher operates globally with about 50% of its revenues derived from outside the United States. The Company has significant operating businesses headquartered in Europe and has greatly expanded its operating presence in Asia over the past several years. Danaher is a well-capitalized business, which has historically used available cash flow to fund acquisition activity.

Culturally, the company operates in a highly decentralized model with a corporate structure that has less than 50 associates. Danaher has a proven system for achieving performance: the Danaher Business System (DBS). It drives every aspect of the group’s culture and performance. DBS is a system of continuous improvement and is used to guide and measure everyday activities, which has enabled it to double in size about every 4-years with impressive financial performance.




Job Function



Primary Location


North America-United States-NC-Greensboro