Customer Service Manager

Dover Corporation•Skokie, IL

4d•$80,189 - $122,102•Onsite

About The Position

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.

Requirements

High School diploma; associate degree or higher preferred in related discipline
5+ years of d emonstrated ability to supervise, coach and guide others
Excellent interpersonal, communication, and customer service skills – well developed verbal and written communications, which demonstrate a high level of knowledge and expertise
Strong analytical and problem-solving skills
Exceptional attention to detail and organizational skills
Ability to effectively problem-solve
Excellent communication, interpersonal and customer service skills
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 skills
Must have mathematical skills equivalent to those required under degree requirement

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
Initiate best practices among the customer service team
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
Meet all deadlines for assigned tasks and delegated projects, as assigned by the Customer Service manager
Answer all incoming phone calls and respond the same day to voice messages, forwarding calls as needed
Maintain a professional image at all times with customers, visitors, and coworkers
Ensure compliance with all quality regulations, standards, and corporate policies, including AAR M-1003 for your assigned department

Benefits

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