Customer Service Manager

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 $8 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.

Overview

The Customer Service Manager will be responsible for the customer service systems and processes at Midland Manufacturing, ensuring that required service volume and quality levels are attained.

Primary Responsibilities/Essential Responsibilities

• Review, develop and implement customer service policies and practices to support the objectives of the organization
• Be familiar with company product offerings, application and specificaitons
• Utilizing product knowledge, determine customer requirements and expectations in order to recommend products and solutions
• Initiate best practices among the customer service team
• Insure that customer transactions such as new orders, quotes or return orders are processed accurately and within established timeframes
• Provide accurate information regarding availability, price and other information for products and company policies
• Proactively keep customers up to date with regards to orders in processe
• Maintain customer order records and insure consistancy across customer service team 
• Meet all deadlines for assigned tasks and delegated projects, as assigned by the Customer Service manager
• Answer all incoming phone calls, responding the same day to voice messages and forwarding phone calls to the appropriate team member when needed
• Present a professional image at all times to customers, visitors and coworkers alike
• Ensure compliance with all quality regulations, standards and corporate policies including but not limited to ISO 9001:2015 and AAR M-1003 for assigned department
• Attend and participate in various production and facility related meetings as required 
• Other duties as determined for the role as needed or required

Qualifications/Requirements

• Associates degree in business related field required.   Bachelors degree or higher in business related field preferred
• Minimum of five years of customer service experience preferablly in related industry

Supervisory/Management Responsibilities

• Directly supervises the daily activities of the customer service team. 
• Responsible for reviewing performance, salary administration, coaching and development.

• Determine departmental staffing needs, assist in recruiting and placement of team members as needed.
• Establish standards and insure compliance to safety and environmental compliance from team members.
• Define roles and responsibilities within the area and effectively delegate work

Desired Characteristics, Competence and Capabilities:

• Exceptional attention to detail and organizational skills
• Ability to effectively problem-solve
• Ability to facilitate activities necessary to a project’s completion
• Ability to read, write, verbalize and comprehend instructions and correspondence 
• Ability to effectively present information in one-on-one and group situations to customers, clients, and other team members
• Conflict resolution skills 
• Manage time effectively, meeting personal goals
• Working collaboratively with internal teams and co-workers. 
• Must have mathematical skills equivalent to those required under degree requirement
• Computer proficiency in a Windows environment required, preferably with Office 365 applications.  
• Must possess effective interpersonal, verbal, and written communication skills.
• Must possess strong interpersonal and communication skills.
• Prior supervisory experience is preferred
• Effective leadership skills are required.

Physical Demands and Environmental Conditions:

• This position is performed in an office environment
• May require a combination of sitting, standing, and walking

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.