Customer Service Manager

Midland Manufacturing, part of OPW, a Dover Company is a leader in the rail tank car valves and fittings industry. Our innovative rail products are manufactured and engineered for the safe and efficient loading, transporting, and unloading of hazardous and non-hazardous bulk products.

For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry‑break couplings, tank truck equipment, rail car valves and equipment, and car wash systems.

OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under "DOV". To learn more about OPW's 125 years of providing industry‑leading solutions, visit our website at

Dover is a diversified global manufacturer with annual revenue of over $8 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments:
Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainability Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV".

Additional information is available at

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.

• 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

• 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…