Customer Care Manager

About the role

Our Customer Care Manager will be responsible for managing and directing aftermarket activities at assigned Major, National and Key Customer Accounts. Primary focus being Customer Retention, Program Implementation and Aftermarket Sales Growth. Raymond West is committed to providing our customers with end-to-end warehouse solutions.

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
• 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
• Establish operational procedures for assigned accounts
• Communicate any customer issues to the Account Manager and all other parties that need to be involved
• Other duties as assigned by executive management

Requirements

• Excellent written and verbal communication skills
• Excellent Organizational 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 of the organization
• Must be able to maintain effective working relationships with employees, Co-workers, and Managers in other departments
• Must be willing to work off-hours as specific needs dictate and willing to assume more responsibility as required
• Must be able to fulfill essential job function 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
• Must be willing to work out of town as need dictates
• Possess strong interpersonal skills
• Possess strong analytical and reasoning abilities
• Possess superior written and verbal communication and presentation skills
• Be 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

Qualifications

Minimum Education and Experience: Determined by position. Bachelor's degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Travel and Physical Requirements

Travel Requirement: 90% (30 + hours a week). Must be able to be insured by Raymond West. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Position is non-Sedentary, and local travel is required. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The employee is regularly exposed to moving mechanical parts. Position will be required to go onto job sites to perform duties where construction is underway. The employee must frequently lift and/or move up to 50 pounds. The position will require employees to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to smell. Position requires the employee to climb/balance/stoop/kneel/crouch and crawl.

The employee is frequently exposed to outside weather conditions and the risk of electrical shock. The employee is 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 and Benefits

The salary range for this position is $42,000 - $49,440 + Bonus & Commission. Qualified candidates must be able to pass a pre-employment physical and drug screen. Raymond West provides medical, dental, vision, 401k with company match, flexible spending accounts, disability insurance, life insurance, personal time off, holiday pay and a great team to work with.