Customer Care Manager

Customer Care Manager

Pay: $55,000 base salary plus commission

Raymond Storage Concepts is a leading provider of customized material handling solutions, dedicated to warehouse and fleet optimization. Covering Ohio, Kentucky, Southeast Indiana and West Virginia, Raymond Storage Concepts is an authorized sales and service center for Raymond Corporation, a global leader in materials handling technology, expertise and support. Headquartered in Cincinnati, we service our clients through a network of regional locations, including Columbus and Louisville.

Our objective is to maintain sales compensation policies that are fair to both the Customer Care Manager and the Company. It is also our objective to offer each individual the opportunity for long term growth both in a professional and personal sense and at the same time, have compensation policies that assure the long-term growth and profitability of Raymond Storage Concepts, Inc

• Liaise with existing customers to resolve and address any outstanding technical, support or accounts receivable issues.
• Work with the existing customers to maximize the services and products that Raymond Storage Concepts, Inc. is able to supply them with.
• Identify existing users of Raymond equipment in our territory that do not source their service from us today, and develop a plan to continually maintain contact with these companies with the ambition of winning back their business.
• Guide customers through fleet and battery analysis reports. Establish set cadence of meetings with strategic accounts to review data.
• Prepare Customer fleet management report and have quarterly business reviews with necessary customers.
• Revenue growth within existing accounts by way of but not limited to Lifecycle Services, Power, Engineered Solutions. Pushing growth of these divisions current customer locations outside of our territory.
• Together with the truck installations as required.
• Together with the Strategic/ National Account Manager / Field Service Manager, agree on SM and CFPM rates.
• Work with Sales on demonstrations as required and quoting service contract requirements as needed.
• Perform other duties as assigned by manager/supervisor.
• Be involved in iWarehouse meetings and help drive those to each iWarehouse customer.
• Develop relationships within the Account top down.
• Maintain CRM customer profile for local accounts as well as national accounts when applicable.
• Work with all Raymond Service Centers on processes for each customer in regards to billing and account set up.
• Work with each Account, Strategic and National to help grow our partnership within a account.
• The primary focus for Customer Care Managers is to ensure that every possible action is taken to ensure the ongoing and profitable retention of our existing customers from an aftermarket perspective. At the same time, and while coordinating closely with other company departments, to identify and win new and incremental aftermarket business from both new customers and existing Raymond equipment users that source their service from companies other than ours.
• The importance of this focus is to ensure we continually build an ever-growing base of equipment on service to facilitate the future growth in all Raymond Storage Concepts Divisions, and to effectively represent and support our major principal The Raymond Corporation in achieving their long term goals for volume and market share growth in the industrial truck market.
• Customer Care Managers will be measured and rewarded based on their individual success in generating incremental units on service contract (SM and/or CFPM) during a calendar year period. As well as overall revenue growth through all divisions with in each customer.
• While in the pursuit of successfully achieving their primary focus, Customer Care Managers will also have the opportunity to promote and sell additional products and services that the company offers, and commission and bonus will also be earned for success in these categories.
• A minimum number of Business Intelligence Reviews is expected from each Customer Care Manager, to be determined by Manager and customer. This will influence the bonus payout potential as well as the individual’s ongoing suitability for the role.
• A minimum amount of travel will be expected throughout the course of the year.

• Territory knowledge strongly preferred.
• Prefer BA/BS in business, engineering, sales & marketing, or related field OR equivalent experience.
• Minimum 2+ years of successful sales experience in material handling or industrial sales related industry required.
• Strong computer skills, including Microsoft Office.
• Competitive nature and goal oriented.
• Excellent interpersonal, communication and presentation skills.
• Demonstrated attention to detail and energy to work in dynamic, fast-paced environment.
• Strong time-management skills.

• Competitive benefit package including medical, dental, vision, life & disability
• Company…