Customer Care Manager

About Us

At Bergkamp, we are a team dedicated to making lives better by improving road infrastructure. We manufacture innovative heavy equipment used to maintain asphalt roads, contributing to thriving communities worldwide. We believe in teamwork, excellence, and asking the right questions.

The Way We Do Things

• Humble – Prioritizes the organization's needs over personal interests.
• Hungry – Engages actively in department and company initiatives.
• Smart – Understands the impact of their actions on others and demonstrates good judgment.

Job Purpose

The Customer Care Manager is responsible for leading the customer care team, ensuring organizational effectiveness, and achieving product and service sales objectives.

Essential Functions

• Achieve product and service sales and profit objectives.
• Supervise and lead technical sales and support operations.
• Forecast and provide feedback on Service & Parts sales.
• Maintain knowledge of project statuses to identify potential issues and opportunities.
• Collaborate with Product Managers to implement the Product Development Process and assist with special processes.
• Develop and deliver technical product training.
• Deal effectively with client issues and inform the team about problems.
• Oversee daily business operations and ensure high-quality technical solutions are delivered on time and supported.
• Work with marketing and sales departments to produce promotional materials.
• Present company capabilities, services, and products to individuals and groups.
• Manage repair parts, service, and warranty functions.
• Manage direct contacts with customers and vendors.
• Contribute to operational planning and resource allocation.
• Carry out supervisory responsibilities, including training and development.
• Ensure compliance with safety regulations.

Qualifications and Requirements

• Bachelor’s degree or equivalent, plus at least ten years of management experience in the durable goods industry or related field.
• Strong leadership skills, including the ability to understand group dynamics, maintain integrity, and make decisive decisions.
• Excellent written and verbal communication skills, with the ability to communicate detailed information professionally.
• Exceptional customer service skills, capable of interacting positively and professionally with customers, coworkers, and management.
• Ability to read and interpret financial documents, technical documents, and other relevant materials.
• Proficiency in using computers and software, including Microsoft Office products, ERP, and CRM systems.
• Confidentiality and ability to maintain privacy.
• Frequent overnight travel up to 60%.

Physical Demands and Work Environment

• Regularly stands, bends, kneels, climbs stairs, walks, uses hands to finger, handle, or feel, and reaches with hands and arms.
• Frequently lifts and/or moves up to 50 pounds.
• Requires close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• Works in a well-lit, heated, and/or air-conditioned indoor setting with adequate ventilation.
• Exposure to outside elements and construction jobsites.
• Occasional exposure to extreme weather conditions during travel.