Customer Care Manager

Customer Care Manager

The Customer Care Manager will be responsible for managing and directing aftermarket activities at assigned major, national and key customer accounts, focusing on customer retention, program implementation, and aftermarket sales growth.

• Retain existing assigned accounts.
• Develop targeted new accounts.
• Develop and maintain positive and professional relationships with departmental staff and other departments; practice sound leadership methods to build morale and teamwork.
• Identify and achieve Raymond West customer service goals with assigned accounts.
• Market and develop Raymond West programs as directed by management.
• Interface with other departments to resolve customer satisfaction issues.
• Interface with Raymond Factory to resolve customer satisfaction issues.
• Assist assigned account managers with presentations and ongoing aftermarket support for assigned accounts.
• Communicate effectively with employees, customers, factories, vendors, and other managers.
• Establish operational procedures for assigned accounts.
• Communicate customer issues to account manager and relevant parties.
• Perform other duties as assigned by executive management.

• Excellent written and verbal communication skills.
• Excellent organizational and time‑management skills.
• 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.
• Maintain effective working relationships with employees, co‑workers, and managers in other departments.
• Willing to work off‑hours and assume more responsibility as required.
• Maintain alertness and safety in a consistent manner.
• Communicate with all levels of employees, customers, and manufacturers both verbally and in writing.
• Present a mature, responsible appearance.
• Manage time effectively.
• Maintain a professional attitude.
• Quick learner, performs accurately and neatly with flexibility.
• Motivated for continuous self‑development and training.
• Willing to travel out of town as needed.
• Possess strong interpersonal, analytical and reasoning abilities.
• Superior written and verbal communication and presentation skills.
• Willing to comply with employee handbook.
• Calculate figures such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Valid, unrestricted driver’s license with acceptable insurance points.
• Must pass pre‑employment physical and drug screen.

• Bachelor’s degree (B.A.) from a four‑year college or university, or one to two years of related experience and/or training, or an equivalent combination of education and experience.

• 90% (30+ hours a week).
• Must be insured by Raymond West.

• Non‑sedentary; local travel required.
• Close, distance, color, peripheral, depth vision; ability to adjust focus.
• Regular exposure to moving mechanical parts.
• On‑site job site duties where construction is underway.
• Frequent lifting and/or moving up to 50 pounds.
• Use of hands to finger, handle, or feel and reach with hands and arms.
• Occasionally required to smell.
• Climb, balance, stoop, kneel, crouch, crawl.
• Exposure to outside weather, electrical shock risk.
• Exposure to wet and/or humid conditions; high precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold or heat; vibration.
• Noise level sometimes loud.

• The salary range is $42,000 - $49,440 plus bonus & commission; pay may vary by experience, education, and location.

• Medical, dental, vision.
• 401(k) with company match.
• Flexible spending accounts.
• Disability insurance.
• Life insurance.
• Personal time off.
• Holiday pay.

We are an equal opportunity employer and encourage all qualified persons to apply. We encourage qualified military veterans and persons with disabilities to submit their resume online. We will consider qualified applicants with criminal histories in accordance with the FCO. We are a drug‑free company.

• 60-1.4(a), 60-300.5(a) and 60-741.5(a) prohibit discrimination against qualified individuals based on protected veteran status or disabilities, and prohibit discrimination against all individuals based on race, color, religion, sex, or national origin. These regulations require affirmative action to employ and advance individuals without regard to race, color, religion, sex, or national origin.