Customer Service Care Manager

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. 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.

Key responsibilities include recruiting, training, and mentoring CCMs, conducting regular performance reviews, holding monthly one-on-one meetings, and overseeing commission-based compensation. Collaborate with internal departments to bring superior customer service to our base. The manager is also expected to foster a positive, customer-focused team culture.

This position plays a critical role in maintaining customer satisfaction and driving operational efficiency.

Raymond West is committed to providing our customers with end-to-end warehouse solutions. We bring you our 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.

Duties and Responsibilities:

Primary duties and responsibilities will vary with the specific position. Typical responsibilities are listed below. This list is not inclusive.

• Manage staff in an assigned area to include planning and assigning projects/tasks to staff, making hiring, separation, and disciplinary recommendations, and conducting performance evaluations.
• Ensure staff development and coordinate training programs for new staff and identify training needs for current staff.
• Provide leadership for assigned staff.
• Manage employee's timecard utilizing the company's Time and Attendance system.
• Manage the operational activities within the Customer Care Management Team.
• Develop, organize, implement, and oversee programs, policies, and procedures.
• Ensure achievement of the Customer Care Management Team goals
• Render decisions with respect to key department issues impacting overall service and performance.
• Provide input to senior leadership for annual budgets.
• Direct and prepare reports for the Customer Care Senior leadership.
• Participate in Company or Department projects.
• Ensure employees and the team are following all Company Policies
• Works closely with other departments and communicates with all levels of employees, customers, and Manufacturers both verbally and in writing.
• Demonstrates drive and initiative.
• Maintains a professional attitude in all matters.
• Correspond with Vendors and respond to inquiries in a timely manner.
• Must be able to manage time efficiently.
• Foster a positive, customer-focused team culture that aligns with company values.

Required Skills/Abilities:

• Excellent Management skills
• Excellent Written and verbal communication skills
• Excellent Organizational Time Management skills
• Must be able 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 of an organization.
• Must be able to maintain effective working relationships with employees, Co-workers, and Managers in other departments
• Must be willing to work off-hours as specific needs dictate and willing to 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
• Ability to mentor and develop new employees
• Be able to create strong internal and external customer relationships

Education/Experience:

• Minimum Experience: 35 years of experience in customer service or client-facing roles
• Minimum management Experience: 13 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.

Physical Requirements:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Position is Sedentary and desk-bound
• Ability to Drive a company Vehicle
• Prolonged periods of sitting at a desk and working on a computer
• Specific vision abilities required by this job 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 Range :

• 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.

Qualified candidates must be able to pass a pre-employment physical and drug screen.

Raymond West provides medical, dental, vision, 401k with company match, flexible spending accounts, disability insurance, life insurance, personal time off, holiday pay and a great team to work with!