Customer Service Manager

Join to apply for the Customer Service Manager role at OK International, a Dover Company

$70,000.00/yr - $85,000.00/yr

OK International is a global manufacturer of electronic benchtop tools and precision dispensing solutions worldwide. We have two major product lines:
Metcal electronics bench tool solutions and Techcon dispensing Systems. We have facilities in Cypress California (US), Chandlers Ford (UK) and Shenzhen (China) supporting our customers worldwide. The OK International Team is dedicated at putting customers first, having an entrepreneurship mindset, innovative culture, cultivating relationships and never compromising on integrity. Welcome to our team!

OK International is part of the Dover Engineered Products segment of the Dover Corporation. Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments:
Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment.

The Customer Service Manager will manage the Customer Service/Order Entry department. The Customer Service Manager is responsible for ensuring that customers are supported, retained, satisfied and their orders are processed in an accurate, timely and efficient manner. The manager of this department will also be responsible for driving outbound sales activities designed to uncover new opportunities and qualify incoming leads.

• Manager to be the bridge that drives communication between Sales, Marketing and Operations towards common goals.
• Oversee internal systems to ensure accuracy and efficiency in sales order bookings and customer shipments.
• Establish uniform correspondence procedures and style practices that benefit the customer.
• Work with marketing teams to implement procedures and processes to grow the volume and quality of incoming leads.
• Manager will train team on processes to qualify leads, uncover new accounts and opportunities, as well as close on the sale of product.
• Manage, develop and implement processes and goals for outbound sales activities targeted directly to the end user.
• Oversee the OK International Technical Support department to insure the processes and policies are designed to meet and exceed the customers’ expectations.
• Manage field service support team on all OK International products. Ensure appropriately trained engineers are available to address customer needs via phone support and customer site visits.
• Review and coordinate sales channel promotions, programs, and account activities with Sales Channel Manger and Marketing on a monthly basis.
• Forecast, formulate, and manage department budget.
• Serves as the primary point of contact for cross-site communication, ensuring best practices and performance standards are shared and upheld across all locations.
• Partners with site leaders to identify and resolve customer service or fulfillment issues, ensuring a seamless customer experience across all facilities.
• Leads and supports cross-site projects focused on enhancing customer experience, order management efficiency, and operational effectiveness.
• Performs other duties as assigned.

• 5+ years of experience in Inside Sales and Customer Service Management.

• Experience in customer service in a manufacturing and distribution environment.
• Experience working with ERP systems. Support system enhancements and improvements.
• Ability to champion individual customer’s needs while balancing supply chain and manufacturing capability.
• Ability to create positive customer perception while facilitating fairness to the broader customer base.
• A proven record of growing sales via an inside sales department.
• Proficiency in the Microsoft Business suite, and ability to learn new computer programs.
• Ability to demonstrate professionalism and good judgment in a rapidly changing fast paced team environment.
• Ability to multitask and coordinate multiple and often conflicting priorities.
• Maintains an outgoing, positive, friendly, and…