Customer Care Manager, Marathon Equipment

Date: Jul 25, 2022

Location: Vernon, AL, US

Company: Dover Corporation

Environmental Solutions Group encompasses industry-leading brands — Heil Environmental, Marathon, Bayne, The Curotto-Can, 3rd Eye, and Soft-Pak — to create a premier, fully integrated equipment group serving the solid waste and recycling industry. Through extensive voice-of-customer outreach, in-house engineering and manufacturing capabilities, a wide-reaching service network, and proven industry expertise, Environmental Solutions Group is focused on solving customer problems through environmentally responsible products and providing world-class support.  For more information, visit www.doveresg.com.

 

ESG is a Dover Corporation operating company. Dover is a diversified global manufacturer and solutions provider with annual revenue of approximately $7 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, 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 over 23,000 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.

 

 

Operating Company: Environmental Solutions Group – Marathon Equipment

Location: Vernon, AL

Reports to: Plant Manager – Marathon Equipment

Department: Customer Care

 

POSITION SUMMARY:

The Customer Care Manager supervises the team of Customer Care Representatives.  This person plans, directs, and controls the execution of the customer equipment orders to ensure on time shipment, timely feedback, and a high level of customer satisfaction.  Assists Customer Care in the day-to-day operations.  Identifies areas for improvement and initiates corrective actions that promote a high level of customer satisfaction.

 

ESSENTIAL JOB FUNCTIONS INCLUDE:

  • Supervises all aspects of order entry and ensures timely processing of all orders and quotes.
  • Maintains and enhances order entry guidelines and procedures.
  • Ensures all equipment is invoiced timely and accurately each month.  Also functions as site contact for both internal and external audit requests related to equipment shipments.
  • Aids customers on special issues.  This involves some product knowledge and the ability to interface effectively with customers.
  • Ensures prompt resolution of customers’ complaints.
  • Ensures timely responses for schedule dates and shipment delays, including maintenance of monthly shipping matrix each month.
  • Works with Scheduling, Quality Control, Shipping, Finance, and Supply Chain to resolve customer issues.
  • Communicates with Design Engineering Team regarding non-standard orders and issues involving internal configurator used in order entry process.
  • Develops process improvements for identifying, reporting and implementation of corrective actions that contribute to improved customer service.
  • Contributes to improving department efficiency and productivity by program and systems development.
  • Collects and researches data, uses intuition and experience to complement data, design workflows and procedures.
  • Identifies root causes to problems and participates in multi-departmental team to resolve.
  • Charts, reports, and coordinates resolution to problems communicated.
  • Assumes role as Customer Care Representative where and when needed.
  • Provides regular training to team for improvements and to build knowledge base.
  • Attends morning production meeting and is ready to present any issues or concerns.
  • Ensures that all employees completing a task with possible significant aspect(s) has received the required training.
  • Performs annual performance evaluations on department personnel.
  • Corresponds with Outside Sales Representatives regarding customer accounts and their concerns.
  • Manages Logistics Technician and reports daily/weekly/monthly to Plant Manager regarding expected on-time delivery of equipment.
  • Other duties as assigned.

 

JOB SPECIFICATIONS:

  • Bachelor’s Degree required or equivalent experience.
  • Previous supervisory experience required.
  • Requires ability to understand general arithmetic, understand data processing applications; ability to read and understand blueprints; and understand basics of business and clerical areas.
  • Speak and write in a clear and understandable manner for internal and external relations.
  • Understand verbal and written instructions.

 

DOVER COMPETENCIES:

Builds and Manages Collaborative Relationships 

Customer Impact 

Results Driven 

 

KNOWLEDGE, SKILLS, AND ABILITIES:

Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others.  Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication:  Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel.  Listens to understand input, feedback, and concerns.  Provides complete information in an open, honest, and straightforward manner.  Responds promptly and positively to questions and requests.

Teamwork and Relationships:  Works with other employees willingly and in a spirit of cooperation and teamwork.  Supports cooperation.  Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad.  Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate.  Embraces a positive outlook.  Is respected and trusted by others.

Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements.  Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems.  Works with both internal and external customers to develop solutions which meet company-wide needs and objectives.  Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value.  Shares best practices with other employees across the business.

Accountability:  Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner.

 

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.

This position may be located in: Americas : United States : Alabama : Vernon

Sub Division : Marathon-Vernon

Job Requisition ID : 42819


Nearest Major Market: Mobile AL

Job Segment: Logistics, Supply Chain Manager, Outside Sales, Plant, Customer Service, Operations, Sales, Manufacturing