Customer Care Manager

Raymond West Group; Boise (ID); On-site; USD 65,000 - 90,000; Full time

Job summary

Raymond West in Boise is seeking a Customer Care Manager to lead aftermarket activities for major accounts, focusing on retention, program implementation and aftermarket sales growth.

The role requires strong communication, leadership, and the ability to coordinate with internal teams, factories, vendors and customers to resolve issues and develop new service programs. The position may require travel for key accounts and on-site collaboration.

Qualifications

• Excellent written and verbal communication.
• Excellent Organizational 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.

Responsibilities

• Retain existing assigned accounts.
• Develop targeted new accounts.
• Develop and maintain positive working relationships with staff and other departments.
• Identify and achieve Customer Service goals with assigned accounts.
• Market and develop Raymond West programs as directed by management.
• Interface with other departments to solve customer satisfaction issues.
• Interface with the Raymond Factory to solve customer satisfaction issues.
• Assist Account Managers with presentations and aftermarket support for accounts.
• Communicate with employees, customers, factories, vendors, and managers.
• Establish operational procedures for assigned accounts.
• Communicate customer issues to the Account Manager and involved parties.
• Perform other duties as assigned by management.

Skills

Communication

Organizational skills

MS Office

Public speaking

Team leadership

Interpersonal skills

Problem solving

Adaptability

Tools

Microsoft Office Suite

Job description

Raymond West is looking for a sharp Customer Care Manager to join the team! Our Customer Care Manager will be responsible for the managing and directing aftermarket activities at assigned Major, National and Key Customer Accounts. Primary focus being Customer Retention, Program Implementation and Aftermarket Sales Growth.

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.

• Responsible to retain existing assigned accounts.
• Responsible to develop targeted new accounts.
• Develop and maintain positive and professional working relationships with departmental staff as well as with other departments; practice sound leadership methods as a way to build good moral and teamwork.
• Responsible for identifying achieving Raymond West's Customer Service goals with assigned accounts.
• Responsible for the marketing and development of Raymond West programs as directed by management.
• Responsible for interfacing with other departments to solve customer satisfaction issues.
• Responsible for interfacing with the Raymond Factory to solve customer satisfaction issues.
• Responsible for assisting assigned Account Mangers with presentations and ongoing aftermarket support for assigned accounts.
• The ability to communicate and interface with employees, customers, factories, vendors, and other managers.
• Establish operational procedures for assigned accounts.
• Responsible to communicate any customer issues to the Account Manager and all other parties that need to be involved.
• Other duties as assigned by executive management.

Required Skills/Abilities:

• Excellent written and verbal communication skills
• Excellent Organizational 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 of the 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.
• Must be able to fulfill essential job function in a consistent state of alertness and safe manner.
• Able to 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 in all matters.
• Willing and able to learn quickly and perform accurately and neatly with a degree of flexibility.
• Motivated to continuous self-development and training.
• Must be willing to work out of town as need dictates.
• Possess strong interpersonal skills.