Customer Care Manager - Phoenix, AZ

Raymond Handling Concepts; Phoenix (AZ); On-site; USD 44,100 - 53,900; Full time

Job summary

Raymond West in Phoenix, AZ is seeking a Customer Care Manager to lead and direct aftermarket activities for major accounts, focusing on retention, program implementation and sales growth. You will coordinate with cross-functional teams to deliver exceptional service and drive customer satisfaction.

The role requires strong communication, leadership and time management, with the ability to build relationships across departments, travel as needed, and manage programs that enhance aftersales

Qualifications

• Bachelor's degree or equivalent; related experience may substitute.
• Strong written and verbal communication skills.
• Experience leading customer care or service teams is preferred.

Responsibilities

• Retain existing assigned accounts and develop targeted new accounts.
• Lead aftermarket activities, ensure program implementation and growth.
• Collaborate with other departments to solve customer issues and improve satisfaction.
• Interface with factories and account managers to support aftermarket needs.
• Establish operational procedures for assigned accounts.
• Communicate customer issues to stakeholders and drive resolutions.

Skills

Communication

Organizational skills

Microsoft Office

Interpersonal skills

Leadership

Time management

Travel willingness

Driver's license

Education

Bachelor's degree or equivalent

Job description

Customer Care Manager

#RHS-19168

Phoenix, Arizona, United States

Location

RHS - Phoenix-P01

Position

Core Sales 2-RW0221

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

• 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.
• Possess strong analytical and reasoning abilities.
• Possess superior written and verbal communication and presentation skills.
• Be willing to comply with employee handbook.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Must have a valid, unrestricted driver license with no more than the allowable number of points as determined by our insurance carrier.

Education/Experience

Minimum Education and Experience: Determined by position.

• Bachelor's degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Travel Requirement

• 90% (30 + 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Position is non-Sedentary, and local travel is required.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• The employee is regularly exposed to moving mechanical parts.
• Position will be required to go onto job sites to perform duties where construction is underway.
• The employee must frequently lift and/or move up to 50 pounds.
• The position will require employees to use hands to finger, handle, or feel and reach with hands and arms.
• The employee is occasionally required to smell.
• Position requires the employee to climb/balance/stoop/kneel/crouch and crawl.
• The employee is frequently exposed to outside weather conditions and the risk of electrical shock.
• The employee is occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold; extreme heat; and vibration.
• The noise level in the work environment is sometimes loud.

Pay Range

• The salary range for this position is a $49,000 with an additional commission and bonus structure. 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!

Check us out at www.raymondwest.com. Raymond West has a great group of loyal and hardworking employees who help us maintain our exemplary level of sales and service.

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.