Customer Service Supervisor

Dover Corporation•Allentown, PA

About The Position

Since 1892, OPW customers have been able to count on us to revolutionize fluid-handling operations around the world. As a global leader in fluid-handling solutions, the mission of OPW is to be a developer of a comprehensive array of innovative fluid-handling solutions that our customers can consistently and reliably count on. These include loading and unloading systems for high-value hazardous and non-hazardous bulk products; railcar and transport tank-truck valves, gauging devices and tank-monitoring systems; automated storage-terminal controls and systems; and regulators, fittings, valves, vaporizers, vacuum-jacketed piping and gas-handling systems for the safe handling and distribution of cryogenics and industrial gases. OPW also creates and manufactures touch-free and soft-touch vehicle wash systems, entry systems and wash chemicals. OPW has more than 2,000 employees with manufacturing operations in North America, Europe and China, and sales offices around the world. OPW is part of the Clean Energy & Fueling segment of Dover (NYSE: DOV). OPW Clean Energy Solutions (CES): As the adoption of alternative fuels surges, OPW is committed to shaping the future of the clean energy industry, and strategically expanding into innovative realms. This vision has culminated in the establishment of the OPW Clean Energy Solutions Business Unit. At its core lies the industry-leading enterprises, Acme Cryogenics, RegO Products and RegO Products subsidiary, Superior Products all renowned for pioneering solutions in clean energy and the safe handling, transport, and storage of cryogenic liquids and gases. Join us in our journey towards a safer, cleaner tomorrow. To learn more about OPW Clean Energy Solutions, please visit our website: OPW Clean Energy Solutions SCOPE : The Customer Service Supervisor is a working Customer Service representative who is also responsible for developing staff through ongoing training including orientation, training assigning, scheduling, and disciplining if required. The CSR Supervisor is hands-on responsible for answering phones, providing pricing and delivery, setup of new customer accounts, processing of orders, responding promptly to customer inquiries and complaints. The Customer Service Representative is expected to be a customer advocate and represent CES Products to our customers.

Requirements

Bachelor’s degree preferred; Associates or certificate required. In lieu of a degree, years of experience will be considered.
2+ years’ experience providing exceptional customer service.
1+ year supervising others
Demonstrated communication skills, both written and verbal.
Ability to multi-task, prioritize and work well under pressure.
Excellent organization skills with meticulous attention to detail.
Highly self-motivated team player with a passion to succeed.
Strong self-management skills.
Takes ownership and pride in work.

Nice To Haves

Knowledge of compressed gas products highly beneficial.
Caelus experience a plus.
Advanced MS Office skills – particularly Excel.

Responsibilities

Communicate job expectations to subordinates.
Engage in planning, monitoring of performance reviews and ensuring that direct reports, adhere to company policies.
Process customer inquiries/communications via email, phone, fax and social media in a timely, accurate, expeditious and professional manner.
Support the sales team to ensure customer quotes and orders are accurate and complete.
Maintain and display a helpful and positive attitude towards new and existing customers and help promote company products and services.
Maintain customer goodwill by responding quickly and effectively to customer inquiries and when necessary to customer concerns/complaints.
Attend regular customer service departmental meetings.
Coordinate and manage in house follow-ups on pending quotations, proposals and customer inquiries.
Identify new sales opportunities within the medical, specialty gas, fill plants and industrial markets for Superior’s products.
Follow-up on new customer leads as identified by management.
Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organization to existing customers.
Provide back-up support to other sales/customer service members in the performance of job duties as required.
Aid independent reps by answering inquires, mailing literature and other materials they require. Send literature to other customers as necessary.
Perform other related duties as assigned by management.

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
business travel services
employee discounts
an employee assistance program that includes company paid counseling sessions and legal services