Customer Service Manager

2 weeks ago


Vincennes, Indiana, United States Brock Grain Systems Full time

This role is in Vincennes, Indiana

Who We Are:

Brock Grain Systems is a division of CTB, Inc., a Berkshire Hathaway Company. CTBs core purpose is Helping to Feed a Hungry World through several business units that manufacture and supply systems and solutions primarily for the agricultural supply chain. Brock is achieving this goal by providing Leadership Through Innovation with grain storage, handling, conditioning, and drying, and structural systems. Founded in 1957, Brock has a long tradition of developing industry-leading, innovative products and a reputation for delivering Brock Solid reliability and durability. To continue this tradition, we need talented people looking to grow their careers while working toward our global mission. We hope youll join us in this journey

What You Will Do:

As the Customer Service Manager, you will provide internal and external customer support, process dealer orders, coordinate logistics for delivery, and ensure a complete and accurate billing process.

What You Will Accomplish:

  • Manages the Customer Service Department through providing direction and leadership to team members.
  • Reviews and processes orders from the e-commerce system and from dealers ensuring orders are complete and accurate.
  • Answers incoming calls regarding order status & delivery, escalating technical support calls where appropriate, to ensure exceptional customer support for internal and external customers.
  • Reviews and processes invoices ensuring orders and pricing are accurate.
  • Completes reporting, reviews data, and provides suggestions to improve departments processes and key performance indicators, providing enhanced value to customers.

Position Requirements:

  • Education: Bachelors Degree in related field; will consider combination of coursework and experience
  • Experience: 2-3+ years of related customer service experience within a manufacturing environment
  • Functional Skills: Solid understanding of multi-level bills of materials and the logistics process; Previous experience with freight logistics; extremely detail-oriented, ability to set priorities and balance multiple tasks; accurate with large amounts of data/work; solid ability to problem solve and work collaboratively with others to ensure orders are accurate and processed timely
  • Technology Aptitude/Skills: Proficient with MS Office; Previous ERP experience required; Oracle experience highly preferred; Strong technical aptitude
  • Language Skills: Exceptional verbal and written communication skills; will interact with key customers, dealers, and key stakeholders
  • Leadership/Behaviors: Timely and responsive with a strong sense of urgency; flexible and adaptable; conceptual and forward thinking; positive and upbeat; calm and even keeled
  • Culture Match Behaviors: Enjoys open communication; Supportive and customer-oriented; takes initiative to find solutions, team player, ability to respectfully share information to help develop and adhere to best practices, and the ability to work in high volume areas.

Other Important Information:

Salary: Salary is commensurate with proven expertise.

Reports To: Unit General Manager

Core Hours: 7:00am-5:00pm (will work approximately 8-9 hours within this time frame)

Typical Work Week: M-F; occasional weekends possible; approximately 45 hours per week

Direct Reports: 3

Work Conditions: Office environment with regular visits to manufacturing areas

Travel: Limited (1-2 events per year)



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