Customer Care Manager

Raymond West is committed to providing our customers with end-to-end warehouse solutions. We bring industry-leading expertise in lift trucks, racking, conveyor, dock and door, rentals, parts, and service. Our customers trust us to provide the right supply chain solutions and services to keep their business up and running.

About the role

Our Customer Care Manager will be responsible for managing and directing aftermarket activities at assigned Major, National, and Key Customer Accounts. The primary focus is on Customer Retention, Program Implementation, and Aftermarket Sales Growth.

Responsibilities

• Retain existing assigned accounts.
• Develop targeted new accounts.
• Develop and maintain positive and professional working relationships with departmental staff as well as with other departments; practice sound leadership methods to build morale and teamwork.
• Identify and achieve Raymond West’s Customer Service goals with assigned accounts.
• Market and develop Raymond West programs as directed by management.
• Interface with other departments to solve customer satisfaction issues.
• Interface with the Raymond Factory to solve customer satisfaction issues.
• Assist assigned Account Managers with presentations and ongoing aftermarket support for assigned accounts.
• Communicate and interface with employees, customers, factories, vendors, and other managers.
• Establish operational procedures for assigned accounts.
• Communicate any customer issues to the Account Manager and all other involved parties.
• Other duties as assigned by executive management.

Requirements

• Excellent written and verbal communication skills.
• Excellent organizational and time management skills.
• Proficient in Microsoft Office Suite and similar software.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to speak effectively before groups of customers or employees.
• Must maintain effective working relationships with employees, co-workers, and managers in other departments.
• Willing to work off-hours as specific needs dictate and assume more responsibility as required.
• Able to fulfill essential job functions in a consistent state of alertness and safe manner.
• Able to communicate with all levels of employees, customers, and manufacturers both verbally and in writing.
• Present a mature, responsible appearance.
• Manage time effectively.
• Maintain a professional attitude in all matters.
• Willing and able to learn quickly and perform accurately and neatly with a degree of flexibility.
• Motivated to continuous self-development and training.
• Willing to work out of town as needed.
• Possess strong interpersonal skills.
• Possess strong analytical and reasoning abilities.
• Possess superior written and verbal communication and presentation skills.
• Willing to comply with employee handbook.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Must have a valid, unrestricted driver license with no more than the allowable number of points as determined by our insurance carrier.
• Must be able to be insured by Raymond West.

Qualifications

Bachelor's degree (B.A.) from a four-year college or university; or one to two years of related experience and/or training; or equivalent combination of education and experience.

Travel

90% travel required (30+ hours a week).

Physical Requirements

• Position is non-sedentary, and local travel is required.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Regularly exposed to moving mechanical parts.
• Required to go onto job sites where construction is underway.
• Must frequently lift and/or move up to 50 pounds.
• Requires use of hands to finger, handle, or feel and reach with hands and arms.
• Occasionally required to smell, climb, balance, stoop, kneel, crouch, and crawl.
• Frequently exposed to outside weather conditions and risk of electrical shock.
• Occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold; extreme heat; and vibration.
• The noise level in the work environment is sometimes loud.

Pay

The salary range for this position starts at $49,000 with an additional commission and bonus structure. The specific pay offered to a candidate may be influenced by factors including relevant experience, education, and work location.

Qualified candidates must be able to pass a pre-employment physical and drug screen.

Benefits

• Medical, dental, and vision insurance.
• 401k with company match.
• Flexible spending accounts.
• Disability insurance.
• Life insurance.
• Personal time off.
• Holiday pay.