Customer Service Manager

Job Description

Job Description

At Muncie Power, our products play a critical role in our society by powering the vehicles that develop key infrastructure, putting out dangerous fires, fixing the power lines that power our homes, and hauling away our garbage.

Every team member at Muncie Power understands how important the success of our customers is to their communities. And that inherent value is carried throughout each team to ensure we’re providing the best for our customers.

WHAT YOU’LL DO

As a customer service manager, you will be responsible for performing various customer service functions while providing efficient and courteous service.

• Resolve customer inquiries and complaints
• Provide electrical, mechanical, and hydraulic troubleshooting assistance to customers
• Refer complex technical difficulties to the product and application specialist for resolution
• Assist with the design of mechanical and hydraulic systems
• Provide customers with specific plumbing and hydraulic schematics when requested
• Make suggestions for training for the department as needed
• Enter customer sales orders received via the telephone, fax, or email
• Resolve customer requests for adjustment in orders following standard company procedures
• Provide leads to field sales managers and maintain a close liaison with field sales managers
• Document information regarding newly acquired accounts and make computer file changes as needed
• Inform customer service director of routine and non-routine sales and service activities and issues
• Travel to assist field sales managers and customers as necessary and required

YOUR EXPERIENCES & SKILLS

• Two (2) years of post-high school education, or equivalent, is preferred
• Knowledge of the heavy truck equipment industry is preferred
• Technically oriented with good mechanical aptitude and knowledge of hydraulics and electricity
• Ability to read and interpret documents, such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of an organization
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to make sound judgments
• Ability to communicate effectively, both verbally and in writing
• Ability to interpret a variety of instructions in written, verbal, diagram, or schedule form
• Basic typing and keyboarding skills
• Conscientious and detail-oriented
• Collaborative; must enjoy working with others and being part of a team
• Customer-focused
• Self-starter and self-learner
• Must work well under pressure
• Good math skills, including algebra
• Superior interpersonal skills; ability to get along with diverse personalities
• Computer literate
• Ability to speak a second language (Spanish preferred) is a plus
• Perform other duties as assigned by the customer service director
• Color vision is required for this position

BENEFITS

• Medical, dental, and vision insurance, and zero card
• Life, death, dismemberment, and dependent insurances
• Prescription drug programs
• Telehealth
• Short-term and long-term disability, and flexible leaves of absence
• Employee assistance programs
• 401k (match 50% on the first 6% of deferred compensation) and flexible spending plans
• 3 weeks of paid time off
• 9 paid holidays
• Wellness & Engagement

LOCATION: Muncie, IN

DEPARTMENT: Customer Service

WORK ENVIRONMENT: Office

REPORTS TO: Customer Service Director

WORKPLACE ARRANGEMENT: On-site

SUPERVISES: N/A

SALARY GRADE: 14

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Muncie Power Products is an Equal Opportunity Employer.