Customer Care Manager

Job Description

Job Description

LET’S GET ACQUAINTED

About Us:

At Bergkamp, we are a team proudly dedicated to the bigger purpose of making lives better by making roads better. We are people devoted to our craft with an all-in, respected team that has each other’s backs. We are relentless in our pursuit of excellence, innovation, and asking the bigger questions. We’re servant leaders, industry leaders, and good people that operate with Kansas values. What do we do? We manufacture some of the coolest heavy equipment that is used to make and keep asphalt roads in better shape—and when our customers succeed, communities across the world thrive with better infrastructure. We think it’s some of the most exciting stuff happening in infrastructure today.

The Way We Do Things : We believe that a team of people who are humble, hungry, and smart will deliver superior performance over the sum total of talented individuals; therefore, we are committed to achieving our mission through teamwork while honoring our core values.

• Humble – Puts the needs of the organization before themselves. Acknowledge each individual’s strengths and responsibilities. Is committed to the organization’s success.
• Hungry - Active participation and engagement in department and company-wide initiatives. Demonstrates an eagerness for achieving results, learning, setting a positive example, and adding to the success of the team.
• Smart - Understands the impact of their words and actions on other people. Demonstrates good judgment and intuition of group dynamics.

Job Purpose: The Customer Care Manager is responsible for ensuring organizational effectiveness by providing leadership for the organization’s customer care team. Contributes to the development and implementation of organizational strategies, policies, and practices.

Essential Functions

1. Responsible for achieving product and service sales and profit objectives in adherence with the annual plan.
2. Supervise and lead both domestic and international technical sales and support operations.
3. Forecasts Service & Parts sales and creates weekly feedback for management, various business units, and corporate meetings.
4. Works with the Director of Sales to maintain continuous knowledge of project statuses in order to identify potential issues and/or opportunities within or related to the project.
5. Collaborates with Product Managers to contribute to the implementation of the Product Development Process, ensure product changes are implemented according to the product strategy, and assist as needed with the specials process.
6. Supervises the development and delivery of technical product training for the internal Bergkamp team, customers, and others as needed.
7. Ensures client issues are dealt with in an effective and efficient manner, informing the team of any problems. Oversees the daily business operations. Organizes, controls, and monitors the performance of the team to ensure that the business is operating within established guidelines.
8. Ensures high-quality technical solutions are delivered on time and supported.
9. Collaborate with marketing and sales departments to produce promotional materials.
10. Presents company capabilities, services, and products to individuals and groups in both informal and formal presentations.
11. Leads and directs the repair parts, service, and warranty functions of all products.
12. Manages direct contacts with customers and vendors as required to complete operational projects.
13. Contributes to operational planning annually; the process of defining its strategy, or direction, and making decisions on allocating Bergkamp Customer Care resources to pursue this strategy, including Bergkamp’s capital and people.
14. Carries out supervisory responsibilities, including training and development; planning, assigning, and directing work; approving weekly timecards; appraising performance; addressing complaints and resolving problems; and coaching and counseling.
15. Oversees safety regulations by complying with procedures, rules, and regulations; secures tools, materials, and equipment at the end of the day.
16. Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
17. Contributes to team effort by actively participating in team meetings.

Qualifications and Requirements: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Way We Do Things : We believe that a team of people who are humble, hungry and smart will deliver superior performance over the sum total of talented individuals; therefore, we are committed to achieving our mission through teamwork while honoring our core values.

1. Hungry – Puts the needs of the organization before themselves. Acknowledge each individual’s strengths and responsibilities. Is committed to the organization’s success.
2. Humble - Active participation and engagement in department and company-wide initiatives. Demonstrates an eagerness for achieving results, learning, setting a positive example, and adding to the success of the team.
3. Smart - Understands the impact of their words and actions on other people. Demonstrates good judgment and intuition of group dynamics.

1. Bachelor’s degree or equivalent, plus a minimum of ten years of management within the durable goods industry or other related experience is generally required.
2. Strong leadership skills such as the ability to understand the group needs and characteristics, has the utmost integrity, and the ability to be decisive when necessary.
3. Excellent written and verbal communication skills, with the ability to clearly communicate detailed information to customers, coworkers and management.
4. Excellent customer service skills with the ability to interact in a positive and professional manner to develop and maintain strong working relationships with customers, coworkers and management.
5. Ability to read and interpret documents such as financial documents, including profit and loss statements, invoices, technical documents, such as owner’s manuals, parts manuals, procedure manuals, and job instructions.
6. Ability to write detailed reports and business correspondence.
7. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as proportions and percentages.
8. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
9. Ability to operate a computer and computer software, including Microsoft Office products, ERP, and CRM software.
10. Ability to maintain confidentiality.
11. Ability to travel overnight up to 60%.

Physical Demands and Work Environment: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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.

1. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, bend, kneel, climb stairs and walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
2. The work environment is usually a well-lighted, heated and/or air-conditioned indoor setting with adequate ventilation. The noise level in the work environment is occasionally high. Occasional exposure to outside elements and construction jobsites. This position requires frequent travel, which may involve exposure to extreme weather elements.