Customer Care Experience Leader

raymondwestnorth; Cypress (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

Paid time off

Holiday pay

Job summary

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 role requires close collaboration with District Service Managers and Sales Account Managers to proactively address customer needs.

Key duties include recruiting, training, mentoring CCMs, and overseeing commissions, with a focus on customer satisfaction and operational efficiency across warehousing solutions.

Qualifications

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

Responsibilities

• Lead and mentor CCMs, recruit and train staff, and conduct regular performance reviews.
• Oversee timecards, budgets, and departmental reporting to senior leadership.
• Drive customer satisfaction, resolve escalated issues, and ensure policy compliance.
• Collaborate with District Service Managers and Sales Account Managers to meet goals.
• Develop programs and procedures to improve service and operational efficiency.
• Foster a positive, customer-focused team culture aligned with company values.

Skills

Management

Communication

Time management

Data-driven decisions

Leadership

Mentoring

Customer relationships

Drive

Tools

CRM software

Microsoft Office

Job description

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 role requires close collaboration with District Service Managers and Sales Account Managers to proactively address customer needs.

Key duties include recruiting, training, mentoring CCMs, and overseeing commissions, with a focus on customer satisfaction and operational efficiency across warehousing solutions.