Customer Care Excellence Leader

Raymond Corp.; Ontario (CA); On-site; USD 67,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Flexible spending accounts

Disability insurance

Life insurance

Personal time off

Holiday pay

Job summary

Raymond West is seeking a capable Customer Service Care Manager to lead a team of CCMs and ensure top-tier service across products and services. You will partner with District Service Managers and Sales Account Managers to proactively meet customer needs.

You will recruit, train, and mentor CCMs, conduct performance reviews, manage timecards, and drive initiatives to improve customer satisfaction and operational efficiency.

Qualifications

• 3–5 years in customer service or client-facing roles.
• 1–3 years in a supervisory or managerial position.
• Experience with CRM and service metrics is a plus.

Responsibilities

• Manage staff in an assigned area including planning and project/task assignment, hiring/separation recommendations, and performance evaluations.
• Coordinate staff training and development to meet organizational needs.
• Provide leadership for assigned staff and manage timecards.
• Oversee the Customer Care Management Team's operational activities.
• Develop and implement programs, policies, and procedures to achieve team goals.
• Ensure achievement of team goals and provide input to senior leadership for budgets.

Skills

Communication skills

Leadership

Organizational skills

Mentoring/Coaching

Data analysis

Public speaking

CRM experience

Microsoft Office

Adaptability

Problem solving

Tools

CRM

Microsoft Office

Job description

Raymond West is seeking a capable Customer Service Care Manager to lead a team of CCMs and ensure top-tier service across products and services. You will partner with District Service Managers and Sales Account Managers to proactively meet customer needs.

You will recruit, train, and mentor CCMs, conduct performance reviews, manage timecards, and drive initiatives to improve customer satisfaction and operational efficiency.