Marketing / Customer Service Manager

Job Description

Job Description

J&J Truck Bodies & Trailers is seeking a Marketing / Customer Service Manager who will lead brand promotion efforts while ensuring exceptional customer experience. This role is responsible for developing and executing marketing strategies, managing customer interactions, and supporting sales initiatives to drive business growth and customer satisfaction.

Essential Duties and Responsibilities include the following. Other job-related duties may be assigned in conformance with state and federal regulations:

Marketing:

• Own the company's CRM platform, ensuring data integrity, system adoption, and alignment across marketing, sales, warranty, and customer service to drive efficiency and performance.
• Develop and manage customer and prospect segmentation strategies, leveraging CRM data to execute targeted marketing initiatives that improve engagement, conversion, and revenue growth.
• Develop and implement multi-channel marketing strategies to promote J&J products and services (direct B2B sales, web, e-commerce, and retail).
• Manage social media platforms, website content, and digital marketing campaigns.
• Oversee agency and vendor-led marketing and sales programs, including promotions and campaigns.
• Oversee content creation, branding, advertising and serve as the champion of brand standards across channels.
• Support e-commerce initiatives including maintaining and updating Shopify or similar platforms.
• Track and analyze marketing performance metrics and adjust strategies accordingly.
• Coordinate and manage company participation in trade shows, including logistics, booth setup, and promotional materials.
• Plan and execute customer engagement events such as vendor appreciation events.

Customer Service:

• Oversee daily customer service operations and ensure timely, professional responses.
• Handle customer inquiries, concerns, and escalations with solution-focused approach.
• Monitor and track customer and warranty trends and share data-informed findings with relevant departments including Quality, Engineering and Sales.
• Develop and implement processes to improve customer satisfaction and retention.
• Train and support customer service staff as needed.
• Maintain strong relationships with customers to enhance overall experience.

Sales & Administrative Support:

• Collaborate with sales team to ensure a smooth flow from quoting through invoicing.
• Assist with customer communications related to orders, timelines, and follow-ups.
• Supervise office administration tasks related to marketing and customer service functions.

Supervisory Responsibilities

• Directly supervises the office administrator, warranty administrator, and field technician.
• Primary point of contact for marketing agencies, content developers and vendor marketing.
• Provide training, coaching and performance management to team members.
• Establish clear expectations and ensure accountability for service standards.
• Foster a positive, team-oriented work environment focused on customer satisfaction.

Education and/or Experience

• Bachelor's degree (B. A.) in Business Administration, Marketing, or related field required.
• 3+ years of experience in marketing, customer service, or a related role required.
• Prior supervisory or team leadership experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Experience in market research and data analysis preferred.
• Experience with social media management, digital marketing tools, and e-commerce platforms preferred.
• Experience coordinating events, tradeshows, or customer engagement activities preferred.

Benefits:

• 401(k) matching
• Dental Insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

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