Customer Service Manager- railcar

Company: Dover Corporation
Location: Skokie
Posted on: September 15, 2020

Job Description:

Customer Service Manager- railcarApply now "Date: Aug 20, 2020Location: Skokie, IL, USCompany: Dover CorporationMidland 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.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, vapor 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.comOverview:The Customer Service Manager will ensure that Customer Support continues to be a competitive advantage for the company. This role will provide leadership and direction to the Customer Service team to ensure that an excellent standard of service, dedication to quality, and customer focus strategies are delivered.The Customer Service Supervisor will be responsible for the customer service systems and processes within the plant.Primary Responsibilities/Essential Responsibilities:* Manage customer service team (domestic and international orders) to ensure timely and efficient operations through proper levels of trained staff and departmental coverage.* Champion and implement continuous improvement activities that enhance the level and scope of customer services and support* Leverage, evaluate, and review customer support systems, tools, procedures and standards to help team coordinate with Customer and Production to schedule and expedite orders and to insure proper shipping methods.* Champion digital customer portals tools (Smartlink) to enhance customer experience and allow for on-line ordering.* Establish and achieve appropriate performance and quality metrics through standardized use of customer relationship management and/or enterprise resource planning software to document and report on key activities (troubleshooting, diagnosing, corrective actions and follow-up etc).* Develop a team environment where cultural diversity, reflective of company's worldwide customer base is both respected and appreciated.* Motivate and inspire collaborative, cross-functional support with value and respect for all employees.* Work with teams to develop annual accountability plans, conduct performance reviews, merit increases etc.* Ensure Customer Service staff is properly trained in products, applications, policies and procedures.* Proactively monitor performance levels of the team and provide real time feedback, as necessary.* Partner with Product Management, Sales and Production Teams to communicate trends and disseminate updates.* Manage Call Center Support* Ensure adequate support is provided over the telephone, via email or in the field as a response to distributor and customer inquiries, or proactively based on product changes or enhancements and/or during field training, installation, testing and/or certification.* Provide coaching on advanced customer service and call center techniques.* Plan, prioritize, and implement service activities to fulfill contracts and service-level agreements.* Fill in as backup for Customer Service in the event that other staff members are out of the office.* Travel to essential company or customer functions as needed.* Provide additional product expertise to the Customer Service team and help to resolve both medium-term and day-to-day questions and concerns related to certain product applications. Serve as the primary liaison with the Product Managers concerning issues related to products.* Provide additional technical knowledge and administrative skills to assist the Customer Service team to resolve day-to-day questions and problems.* Review, develop and Responsible for managing customer demand for the plant.Review, develop & implement Customer Service related processes and procedures.Evaluate and improve SAP planning and scheduling processes and systems for the plants.Champion materials related activities designed to meet plant and corporate goals and objectives.Initiate best practices across the customer service team. Responsible for managing customer demand for the plant.Review, develop & implement Customer Service related processes and procedures.Evaluate and improve SAP planning and scheduling processes and systems for the plants.Champion materials related activities designed to meet plant and corporate goals and objectives.* Initiate best practices across the customer service team. implement customer service policies and practices for the Midland site.* Ensure the Accurate and timely processing of customer transactions such as new orders, quotes or return orders.* 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.Qualifications/Requirements:* Bachelor's degree, preferably in Engineering, Business or Computer Science.* Minimum of seven (7) years of customer service experience* Minimum of two (2) years managing peopleDesired Characteristics, Competence and Capabilities:* Exceptional attention to detail and organizational skills* Ability to effectively problem-solve* Excellent communication, interpersonal and customer service skills* Proficient in Microsoft Excel* Working knowledge of Oracle, preferred* Ability to facilitate activities necessary to a project's completion* Ability to read, write, verbalize and comprehend instructions and correspondence in English* Ability to effectively present information in one-on-one and group situations to customers, clients, and other team members* Conflict resolution skillsPhysical Demands and Environmental Conditions:* This position is performed in an office environment* May require a combination of sitting, standing, and walking* May require use of Personal computer, fax machine, copy machine, other office equipment, Microsoft Office, Access, PowerPointAll 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.

Keywords: Dover Corporation, Skokie , Customer Service Manager- railcar, Hospitality & Tourism , Skokie, Illinois