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Customer Service Manager

Date: Oct 16, 2021

Location: Hamilton, OH, US

Company: Dover Corporation

For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW’s 125 years of providing industry-leading solutions, visit our website at www.opwglobal.com.

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com.

Summary Description:

The Customer Service Manager serves as primary Customer Service contact for key customers, leading customer service team (domestic and international orders) to ensure timely and efficient operations. Manages team activities to ensure customer satisfaction and enhance company profitability. Oversees policies and procedures to ensure on-time deliveries. Develops and maintains procedures to improve productivity. Supplies Sales and Marketing Team with information to help improve customer satisfaction and outside sales productivity. Works with product management in the marketing of existing products and development of new products.

 

This role reports to the OPW FTS Director of North American Sales & Global Product Management

 

 

Essential Responsibilities

  • Creates value for customers by addressing known and unknown needs. Ensures customer satisfaction with sense of urgency and accurate delivery date.
  • Serves as primary Customer Service contact for key customers, leading customer service team (domestic and international orders) to ensure timely and efficient operations. Learns products and services, the customer and the customer’s customer.
  • Leverages customer support systems, tools, procedures and standards to help team coordinate with Customer and Production to schedule and expedite orders and to ensure proper shipping methods.
  • Develops a team environment where cultural diversity, reflective of company’s worldwide customer base is both respected and appreciated.
  • Works with team to develop annual accountability plans.
  • Conducts training, performance & merit reviews.
  • Motivates and inspires collaborative, cross-functional support with value and respect for all employees.
  • Updates and maintains the monthly core bank report as well as issue any credit and/or debit memos related to core bank procedures.
  • Develops strong Customer and Regional Manager relationships within assigned geographic territory.
  • Participates in execution of CSR team responsibilities including items such as: 
    • Proactively communicate performance status of team to the appropriate constituents.
    • Provide quality customer support by handling incoming customer calls (from both assigned geographical region, if any, as well as overflow calls from other regions) in an effective and courteous manner.
    • Assist customers, both on the phone and through written correspondence, with orders, ship dates, expedite requests, complaints and questions. Provide the necessary follow up to ensure that all customer inquiries, questions and complaints are resolved in a timely and satisfactory manner.
    • Ensure the proper creation and timely handling of all Customer Service paperwork such as sales orders, return goods authorizations, credit/debit memo requests, etc.
    • Resolve product and/or service complaints by understanding and clarifying the customer's complaint, helping the customer to determine the cause the problem, selecting the best solution to resolve the issue and following up to ensure effective resolution.
  • Works with Product Managers in marketing and new product development
  • Develops new procedures to increase productivity
  • Provides monthly reporting metrics to Management Team
  • Works with other departments to meet customer requirements
  • May travel to trade shows with Regional Managers
  • Operates with High Ethical Standards, Openness and Trust. Conducts him/herself with high ethical standards and fosters a culture in the organization to conduct business aligned with those standards.
  • Other duties as assigned.

 

Required Qualifications:

  • Bachelor’s degree in Business or related field.
  • Five years job related experience, including working knowledge of an ERP system.
  • Position is based in Hamilton, OH (preferred) or Riverside, MO.

 

Preferred Qualifications:

  • Seven (7) years’ experience in Customer Service operations or Technical Support, including Salesforce CRM experience.
  • Strong interpersonal and negotiation skills, with the ability to establish and maintain effective working relationship with individuals at all levels within the organization.
  • Excellent written and oral communications skills.
  • High level of customer focus and ability to maintain a positive attitude.
  • Knowledge of call center practices and processes.
  • Ability to learn Oracle and Salesforce.com.
  • Detail Oriented and well organized.
  • Ability to maintain a professional demeanor at all times with customers and coworkers. 
  • Self-directed, positive and ethical role model able to work with minimal supervision.
  • Fully proficient in MS Office applications (Excel, Word, PPT).

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.


Nearest Major Market: Cincinnati

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