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.

About the role

The Customer Service Care Manager is responsible for leading and supporting a team of Customer Care Managers (CCMs) to ensure the consistent delivery of high-quality service across all company products and services. This role requires close collaboration with District Service Managers and Sales Account Managers to proactively address customer needs. Key responsibilities include overseeing the resolution of customer complaints, analyzing service performance reports, and driving the sale of products and maintenance services. All actions must align with company standards and compliance requirements to ensure a seamless and customer-focused experience.

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.

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 staff; identify training needs for 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.
• Develop, organize, implement, and oversee programs, policies, and procedures to achieve team goals.
• Render decisions on key department issues impacting overall service and performance.
• Provide input to senior leadership for annual budgets.
• Direct and prepare reports for Customer Care Senior leadership.
• Participate in company or department projects.
• Ensure employees and the team follow all company policies.
• Work closely with other departments and communicate with all levels of employees, customers, and manufacturers both verbally and in writing.
• Maintain a professional attitude in all matters and correspond with vendors, responding to inquiries in a timely manner.
• Foster a positive, customer-focused team culture that aligns with company values.
• Manage time efficiently and demonstrate drive and initiative.

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.
• Travel requirement: 50% (20 hours a week).
• Must be able to be insured by Raymond West.

Skills

• Excellent management skills.
• Excellent 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.
• Ability to maintain effective working relationships with employees, co-workers, and managers in other departments.
• Willingness to work off-hours as needed and assume more responsibility as required.
• 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.
• Ability to create strong internal and external customer relationships.

Physical Requirements

• Position is sedentary and desk-bound.
• Prolonged periods of sitting at a desk and working on a computer.
• Specific vision abilities required include 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 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.