Customer Service Manager

Midland Manufacturing, part of OPW, a Dover Company is a leader in the rail tank car valves and fittings industry. Our innovative rail products are manufactured and engineered for the safe and efficient loading, transporting, and unloading of hazardous and non-hazardous bulk products.

As the Customer Service Manager at Midland Manufacturing, you will be responsible for overseeing and improving the customer service systems and processes at the company. This includes reviewing, developing and implementing customer service policies and practices, as well as initiating best practices among the customer service team. Additionally, you will be responsible for leading, motivating and coaching the Customer Service Representatives, ensuring that required service volume and quality levels are attained.

Primary Responsibilities/Essential Responsibilities
•  Review, develop, and implement customer service policies and practices for the Midland site
•  Determine customer requirements and expectations in order to recommend specific products and solutions from Midland's product base
•  Lead, motivate, and coach Customer Service Representatives
•  Accurately and promptly process customer transactions such as new orders, quotes, or return orders
•  Provide accurate and timely information regarding product availability, pricing, and company policies
•  Keep customers informed about their processed orders, including any updates on ship dates or delays in shipments
•  Maintain customer order records and file them accordingly
•  Manage time effectively, meeting personal goals and working well with other members of the Customer Service team and various other departments

Desired Characteristics, Competence and Capabilities
•  Exceptional attention to detail and organizational skills
•  Ability to effectively problem-solve and conflict resolution skills

Supervisory Responsibilities
•  Provides direct supervision and coaching for (5) Customer Service Representatives, defining roles and responsibilities within the area and effectively delegating work within the team
•  Supervises a team consisting of Customer Service Representatives and is responsible for employee performance management and professional development
•  Develop and implement initiatives to achieve excellence in team support and service to manufacturing and other operations
•  Creates and maintains an environment of innovative continuous improvement, focusing on safety, quality, delivery, process development and cost reduction

Qualifications/Requirements
•  High School diploma; associate degree or higher preferred in related discipline
•  5+ years of demonstrated ability to supervise, coach and guide others
•  Strong analytical and problem-solving skills
•  Experience with Salesforce is strongly preferred

Physical Demands and Environmental Conditions 
•  This position is performed in a manufacturing environment and office environment. May be exposed to loud operating machinery, cold temperatures, chemicals, and vapors
•  May require a combination of sitting, standing, and walking

Work Arrangement: Onsite

Pay Range: $80,189.00  - $122,102.00 

Job Function : Customer Service

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

Benefits: Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including 10 paid holidays per calendar year; paid vacation days beginning at 120 hours annually; 40 paid sick leave hours annually or as provided under state and local paid sick leave laws; tuition assistance is available; business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact opwaccommodations@acmecryo.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

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.

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.

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