Customer Service Manager

About the role

Muncie Power's products are crucial for developing key infrastructure, fighting fires, maintaining power lines, and managing waste. Our customer service managers play a vital role in ensuring our customers' needs are met efficiently and courteously.

Responsibilities

• 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
• Aid in the design of mechanical and hydraulic systems
• Provide customers with specific plumbing and hydraulic schematics when requested
• Make suggestions for training within the department
• Enter customer sales orders received via the telephone, fax, or email
• Resolve customer requests for order adjustments following standard procedures
• Maintain a close liaison with field sales managers and provide leads
• Document information regarding newly acquired accounts and make computer file changes
• Inform the 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

Requirements

• Two (2) years of post-high school education, or equivalent
• Preferred knowledge of the heavy truck equipment industry
• Technically oriented with good mechanical aptitude and knowledge of hydraulics and electricity
• Ability to read and interpret documents, write routine reports, and speak effectively
• Ability to solve practical problems and make sound judgments
• Effective communication skills, both verbally and in writing
• Basic typing and keyboarding skills
• Conscientious and detail-oriented
• Collaborative, enjoys working with others, and being part of a team
• Customer-focused, self-starter, and self-learner
• Works 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
• Color vision is required for this position

Qualifications

• 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, write routine reports, and speak effectively
• Ability to solve practical problems and make sound judgments
• Effective communication skills, both verbally and in writing
• Basic typing and keyboarding skills
• Conscientious and detail-oriented
• Collaborative, enjoys working with others, and being part of a team
• Customer-focused, self-starter, and self-learner
• Works 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
• Color vision is required for this position

Skills

• Technical aptitude
• Problem-solving skills
• Communication skills
• Interpersonal skills
• Keyboarding skills
• Customer service orientation
• Self-motivation
• Teamwork
• Math skills
• Language proficiency (Spanish preferred)
• Color vision

Benefits

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

Pay

The salary grade for this position is 14.

Schedule

On-site employment.

Location

Muncie, IN

Department

Customer Service

Reports to

Customer Service Director

Supervises

N/A