Customer Service Care Manager

Primary duties and responsibilities will vary with the specific position. Typical responsibilities are listed below. This list is not inclusive.

• →Manage staff in an assigned area to include planning and assigning projects/tasks to staff, making hiring, separation, and disciplinary recommendations, and conducting performance evaluations. 
• →Ensure staff development and coordinate training programs for new staff and identify training needs for current staff.
• →Provide leadership for assigned staff.
• →Manage employee’s timecard utilizing the company’s Time and Attendance system. 
• →Manage the operational activities within the Customer Care Management Team.
• →Develop, organize, implement, and oversee programs, policies, and procedures. 
• →Ensure achievement of the Customer Care Management Team goals 
• →Render decisions with respect to key department issues impacting overall service and performance. 
• →Provide input to senior leadership for annual budgets. 
• →Direct and prepare reports for the Customer CareSenior leadership. 
• →Participate in Company or Department projects.  
• →Ensure employees and the team are following all Company Policies 
• →Works closely with other departments and communicates with all levels of employees, customers, and Manufacturers both verbally and in writing.
• →Demonstrates drive and initiative.
• →Maintains a professional attitude in all matters.
• →Correspond with Vendors and respond to inquiries in a timely manner. 
• →Must be able to manage time efficiently.
• →Foster a positive, customer-focused team culture that aligns with company values.

• Excellent Management skills
• Excellent Written and verbal communication skills
• Excellent Organizational Time Management skills
• Must be able to perform duties under minimal supervision 
• 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 an 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
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Ability to develop and implement strategic plans to improve customer satisfaction and operational efficiency.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Self-motivated with a proactive approach to identifying and solving problems.
• Ability to Drive
• Ability to mentor and develop new employees
• Be able to create strong internal and external customer relationships

• Minimum Experience: 3–5 years of experience in customer service or client-facing roles
• Minimum management Experience: 1–3 years in a supervisory or managerial position. Preferably leading a customer service or support team.
• Experience with CRM and service metrics reports is a plus

Travel Requirement:

• 50% (20 hours a week)
• Must be able to be insured by Raymond West.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Position is Sedentary and desk-bound
• Ability to Drive a company Vehicle
• Prolonged periods of sitting at a desk and working on a computer
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl
• Occasionally required to lift and/or move up to 25 pounds 

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. 

Apply on-line via the submit resume button provided. We are an equal opportunity employer and encourage all qualified people 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.

This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.