Customer Service Manager

The Customer Service Manager will lead a dedicated team of Customer Service Representatives, and in partnership with the leadership team be responsible for the establishment and achievement of department metrics. The Customer Service Manager will be responsible for driving continuous improvement initiatives within the department and for the mentorship and development of the Customer Service and Sales Operations team. The Customer Service Manager performs a critical role in supporting the company as a primary resource for our customers and sales team. Tasked with ensuring the highest levels of customer service, the position is responsible for a wide range of customer support functions for company products including Oracle Ship-To administration, processing orders, credit adjustments, troubleshooting sales orders, status communications, and technical support. The Customer Service Manager is expected to develop and sustain strong internal and external relationships. The Customer Service Manager will also be an active participant in developing processes and procedures that will support the overall department and organizational objectives.

What You'll Do

• Establish, refine and publish definitive KPIs to track, monitor and improve customer experience.
• Leverage data, programs, and technology to improve Key Performance Indicators.
• Supervise CSR staff responding to customer orders, questions, and complaints.
• Administer CSR timecards and review/approve overtime.
• Ensure orders are entered timely and accurately meeting established key performance indicators.
• Ensure the accuracy of pricing and discounts on customer purchase orders.
• Maintain accurate and detailed customer records in Oracle and CRM systems.
• Provide professional development and ongoing job training for the customer service team.
• Identify and execute opportunities for improving customer experience and enhancing customer loyalty.
• Identify and execute opportunities to improve the customer service teams productivity, efficiency, accuracy and effectiveness.
• Create, maintain, and improve standard operating procedures (SOPs) for the department. Ensure effective training and training are provided to the CSR team and wider organization as appropriate.
• Responsible for monitoring and correcting, when necessary, the Trade Compliance activities and escalating issues to leadership.
• Ensure proper management of Export documentation and support all compliance programs within the company.
• All other duties as assigned.

What You'll Bring

• Bachelor's degree in business administration or a related field.
• 5+ years' experience of managing Sales Operations, Customer Support, Sales Enablement or Inside Sales teams.
• Proficient in Microsoft Office Applications (Excel, PowerPoint, Visio, Word and Outlook).
• Experience with CRM, CPQ (Configure - Price - Quote) and other sales tools.
• Excellent verbal and non-verbal communication skills with the ability to communicate at all levels of an organization both internally and externally.
• Agility to work cross functionally and across a large, complex matrixed business to accomplish results.
• Proven ability to manage complex projects and changes resulting in successful implementation.
• Proven ability to leverage critical thinking and root cause problem solving tools to deliver results.
• Strong data analytics skills and ability to translate data into actionable information.
• Understanding of call center technology, workforce management.

#LI-GP1

PSG is the global pump, metering and dispensing-solution expert, enabling the safe and efficient transfer of critical and valuable fluids that require optimal performance and reliability in applications where it matters most. Additionally, PSG is a leading provider of flow meters designed to reduce waste and downtime while accurately measuring, monitoring and controlling the distribution of fluids. Headquartered in Downers Grove, IL, USA, PSG is comprised of several world-class brands, including Abaque, All-Flo, Almatec, Blackmer, Ebsray, em-tec, Griswold, Hydro, Malema, Mouvex, Neptune, PSG Biotech, Quantex, Quattroflow, and Wilden. PSG products are manufactured on three continents - North America, Europe, and Asia - in state-of-the-art facilities that practice lean manufacturing and are ISO-certified. PSG is part of the Pumps & Process Solutions segment of Dover Corporation. For additional information on PSG, please visit psgdover.com.

We thrive on winning and being number one; and are always looking to add the best and brightest to our talented team of professionals. PSG offers a unique combination of the both small company atmosphere: with an ownership mindset that allows you to make close-to-the-customer decisions; an innovative approach in seeing beyond what is possible today and entrepreneurial spirit in the pursuit of new opportunities; combined with benefits of a large company's scale, tools, expertise, and financial strength with Dover. Join PSG, a growing global company where your curiosity, hard work and ambition is rewarded with exceptional career opportunities in a friendly & fast paced environment.

PSG is part of the Pumps and Process Solutions segment of the Dover Corporation (NYSE: DOV). Dover is a diversified global manufacturer and solutions provider with annual revenue of over $7 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments. Recognized for our entrepreneurial approach for over 65 years, our team of over 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Work Arrangement : Onsite

Pay Range: $70,000.00 - $105,000.00annually

Bonus Eligible: This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan.

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: Our total rewards package for eligible team members also includes: 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 11 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; 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.

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.

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 contactaccommodations@psgdover.comfor assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites athttps://careers.dovercorporation.com/. To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.

Job Function : Customer Service