Customer Service Care Manager

Raymond West is looking for a passionate leader to elevate our customer experience by guiding a team of Customer Care Managers and driving service excellence across every touchpoint. This role requires close collaboration with District Service Managers and Sales Account Managers to proactively address customer needs.

Responsibilities

• Manage staff in an assigned area, including planning and assigning projects/tasks, making hiring, separation, and disciplinary recommendations, and conducting performance evaluations.
• Ensure staff development and coordinate training programs for new and current staff.
• Provide leadership for assigned staff and manage employee timecards using the company’s Time and Attendance system.
• Oversee operational activities within the Customer Care Management Team, including developing, organizing, implementing, and overseeing programs, policies, and procedures.
• Ensure achievement of the Customer Care Management Team goals and render decisions on key department issues impacting overall service and performance.
• Provide input to senior leadership for annual budgets and prepare reports for Customer Care Senior leadership.
• Participate in Company or Department projects and ensure compliance with all Company Policies.
• Work closely with other departments and communicate with all levels of employees, customers, and manufacturers both verbally and in writing.
• Correspond with vendors and respond to inquiries in a timely manner.
• Oversee the resolution of customer complaints and analyze service performance reports.
• Drive the sale of products and maintenance services while ensuring alignment with company standards and compliance requirements.
• Conduct regular performance reviews and hold monthly one-on-one meetings with team members.
• Oversee commission-based compensation and foster a positive, customer-focused team culture.
• Demonstrate drive, initiative, and maintain a professional attitude in all matters.

Requirements

• Minimum 3–5 years of experience in customer service or client-facing roles.
• Minimum 1–3 years in a supervisory or managerial position, preferably leading a customer service or support team.
• Experience with CRM and service metrics reports is a plus.
• 50% travel requirement (20 hours a week).
• Must be able to be insured by Raymond West.

Skills

• Excellent management, written, and verbal communication skills.
• Strong organizational and time management skills.
• Ability to perform duties under minimal supervision.
• 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.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Ability to develop and implement strategic plans to improve customer satisfaction and operational efficiency.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Self-motivated with a proactive approach to identifying and solving problems.
• Ability to drive a company vehicle.
• Ability to mentor and develop new employees and create strong internal and external customer relationships.

Physical Requirements

• Sedentary and desk-bound position.
• Prolonged periods of sitting at a desk and working on a computer.
• Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• Occasionally required to lift and/or move up to 25 pounds.

Pay

The salary range for this position is $67,000 - $150,000. The specific pay offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location.

Benefits

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