Case Manager

Electrical Manufacturing Customer Service Case Manager - Meta Power Solutions

Location: This position is remote, Monday through Friday. Hours are 8:30 to 5:00 EST Off Hour work may be required to serve customers after normal business hours. Some site visits to our home office location at 270 North Congress Avenue, Lake Park, Florida, may be required.

Reports to: James Etter

Meta Power Solutions is seeking a dedicated and detail-oriented Electrical Manufacturing Customer Service Case Manager to join our team. In this role, you will act as the primary point of contact for customers, managing their inquiries and issues related to our electrical manufacturing products and services of all post installation work. You will ensure a high level of customer satisfaction by effectively resolving cases and fostering positive relationships with clients.

Key Responsibilities:

Customer Interaction:

• Serve as the main liaison between customers and the company, addressing inquiries, concerns, and complaints related to electrical manufacturing products(all post installation work).
• Respond promptly to customer communications via phone, email, and online chat.

Case Management:

• Manage customer cases from initiation to resolution, ensuring timely followups and effective communication throughout the process using Salesforce.
• Document all interactions and case progress in the customer relationship management (CRM) system.

Problem Resolution:

• Identify and analyze customer issues, providing technical support and solutions as necessary.
• Collaborate with engineering, production, and quality assurance teams to resolve complex cases and improve product offerings.

Customer Advocacy:

• Advocate for customers’ needs within the organization, ensuring their feedback is communicated to relevant departments.
• Work proactively to identify potential issues and implement preventative measures.

Reporting and Analysis:

• Use Salesforce to Generate and analyze reports on customer interactions, case resolutions, and customer satisfaction metrics.
• Utilize data to identify trends and areas for improvement in customer service processes.

Training and Support:

• Train and mentor junior customer service representatives on best practices and product knowledge.
• Assist in developing training materials and resources for the customer service team.
• Coordinate with other departments to ensure seamless production workflow.
• Other responsibilities or as required.

Qualifications:

• Bachelor’s degree in Electrical Engineering, Business Administration, or a related field preferred.
• Minimum of 5 years of experience in customer service, preferably in the electrical manufacturing industry.
• Minimum of 5 years’ demonstratable Salesforce Experience
• Strong technical knowledge of electrical manufacturing products and industry standards.
• Excellent communication skills, both verbal and written.
• Proven problemsolving abilities and a customercentric mindset.
• Proficiency in Microsoft Office Suite.
• Ability to work independently and as part of a team in a fastpaced environment.
• Strong problemsolving skills and attention to detail.

Physical Requirements:

Ability to sit, stand, walk, bend, and work in an office environment.

Physical stamina to work long hours when necessary to meet project deadlines.

If you are a motivated and skilled professional looking to take on a challenging and rewarding role as a Mechanical Design Fabrication Supervisor at Meta Power Solutions, we encourage you to apply. Join our team and be part of a dynamic company at the forefront of the industry.

About Meta Power Solutions

Power Up your career at MPS! If you have a background in Electrical Engineering, low voltage switchboards, transformers or substations, we want to hear from you! MPS is a leading manufacturer of oil-filled power and distribution transformers in North America. We design and build a variety of standard and custom transformers. The industries we serve include utilities, oil and gas, mining, commercial construction, solar systems, and bitcoin mining. Meta Power Solutions is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing a work environment that is inclusive and free of bias, where all individuals are treated with respect and dignity. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.