Customer Care Manager

Raymond West is committed to providing customers with end-to-end warehouse solutions, including lift trucks, racking, conveyor, dock and door, rentals, parts, and service.

About the role

As Customer Care Manager you will direct aftermarket activities at assigned Major, National, and Key Customer Accounts, focusing on customer retention, program implementation, and aftermarket sales growth.

Responsibilities

• Retain existing assigned accounts and develop targeted new accounts.
• Develop and maintain positive, professional working relationships across departments; lead by example 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 and the Raymond Factory to resolve customer satisfaction issues.
• Assist assigned Account Managers with presentations and ongoing aftermarket support.
• Communicate effectively with employees, customers, factories, vendors, and managers at all levels.
• Establish operational procedures for assigned accounts.
• Communicate customer issues to the Account Manager and all relevant parties.
• Perform other duties as assigned by executive management.

Requirements

• 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.
• Valid, unrestricted driver license with no more than the allowable number of points as determined by our insurance carrier.
• Must be insurable by Raymond West.
• 90% travel (30+ hours per week).
• Willing to work out of town as needed.
• Willing to work off-hours as specific needs dictate.
• Must pass a pre-employment physical and drug screen.

Skills

• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Proficient in Microsoft Office Suite and similar software.
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
• Ability to speak effectively before groups of customers or employees.
• Strong interpersonal, analytical, and reasoning abilities.
• Superior presentation skills.
• Ability to calculate figures such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to maintain effective working relationships with employees, co-workers, and managers in other departments.
• Mature, responsible appearance and professional attitude.
• Willingness to learn quickly, perform accurately, and adapt flexibly.
• Motivated toward continuous self-development and training.

Physical Requirements

• Non-sedentary position requiring local travel.
• Specific vision abilities: close, distance, color, peripheral, depth perception, and ability to adjust focus.
• Regular exposure to moving mechanical parts and job sites under construction.
• Frequent lifting and/or moving up to 50 pounds.
• Use of hands to finger, handle, or feel; reaching with hands and arms.
• Occasional requirement to smell, climb, balance, stoop, kneel, crouch, and crawl.
• Frequent exposure to outside weather conditions and risk of electrical shock.
• Occasional exposure to wet/humid conditions, high/precarious places, fumes, airborne particles, toxic/caustic chemicals, extreme cold/heat, and vibration.
• Noise level in the work environment is sometimes loud.

Pay

The salary range for this position is $49,000 with an additional commission and bonus structure. The specific pay offered may be influenced by the candidate’s relevant experience, education, and work location.

Benefits

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