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Customer Care Manager

Company: JBT Corporation
Location: Salinas
Posted on: September 16, 2022

Job Description:

Overview: The Customer Care Manager role will be responsible for leading the Customer Service, Parts, Aftermarket Sales at JBT's FPT and FTNON. This role will be responsible for the management of the Parts and Customer Service order management aspect of the business. This will include pricing, margin management, KPI reporting, order processing improvements, supply chain support and customer communication. Lastly, this role will also be responsible for spare part and major upgrade sales functions. The sales role will require a technical knowledge of the systems as well as a functional knowledge of the customer's operations and processes. Responsibilities: RESPONSIBILITIES: Work closely with the Customer Service Representatives and with outside sales for major upgrades and lead negotiations where necessary.
Tracking, analyzing, and reporting Key Performance Indicators (KPI's) for the Customer Care team. Including, but not limited to: On Time Delivery, Parts Stock Out Analysis, Customer Ordering Trends, and Warranty Trends as well as on time delivery, error reduction, communication, and customer satisfaction surveys.
Interact with customers, internal departments, and personnel regarding technical and information requests such as pricing, delivery, product requirements, product problem resolution, logistics, export compliance and warranty.
Achieve revenue and profitability targets.
Takes ownership of new customer communication after system acceptance and serves as liaison with customers to resolve problems and inquiries.
Ensure customer orders are processed timely and accurately in the ERP system and ensure customers are receiving effective / proactive communication about order and shipping status.
Set parts pricing and adjust monthly as needed based on Procurement and logistics cost changes. Manage Spare Parts gross margin to meet corporate goals.
Work with supply chain to maximize optimal inventory levels of stock standard parts and minimize lead time of non-stock parts to meet or exceed On Time Shipment metrics.
Develop, nurture, and maintain positive working relationships with key customer contacts.
Train, develop, lead, and direct customer service and inside sales staff through performance management; training and cross-training new and current associates to maintain a consistent, high level of customer service.
Work closely with FPT and FTNON teams to identify parts order trends and stocking issues.
Manage and review information in the ERP system to keep customer records up to date.
Work with FPT and FTNON sales management to help develop annual operating plan (AOP) goals and strategic improvement plans.
Manage the Customer Care team to grow ProCare parts and service agreements.
Implement and manage SalesForce processes and activities.
Manage, promote, and execute strategy for Customer Care Departments including parts and service programs to support JBT equipment systems and competitive equipment
Meet / exceed Customer Care sales budget. Monitor / report monthly Customer Care Sales & GM financial reports
Other duties as assigned. Why is JBT a Great Place to Work? We are a stable organization with strong values: Integrity, Accountability, Relentless Continuous Improvement, Teamwork, and a Passion for our customers. As part of a large global organization, you will have opportunities for learning within your trade and growth beyond your current skillset. Multiple locations around the US and around the world provide numerous job opportunities. We also offer an educational reimbursement plan for employees who want to advance their formal education. We have competitive health and welfare benefits and more!
Three options of medical coverage through United Healthcare
Two options of dental coverage through Delta Dental
Vision coverage through VSP
Paid holidays
Paid vacation
Company paid Short Term Disability, Long Term Disability, and Life Insurance
401(k) retirement plan with company match - up to 6.5%
Tuition Reimbursement (*eligible after 2 years)
Employee discounts on products and services like event tickets, personal cell phone service, car insurance, and more
Qualifications: REQUIREMENTS: Bachler's level degree or higher. An engineering degree is desired.
Minimum of five (3-5) years of customer care experience and at least two (2) years in a people leadership position.
Up to 50% travel.
Develop and refine Key Performance Indicators (KPI's) to leverage in making key business decisions and recommendations.
Proven problem solver with exceptional analytical skills.
Self-motivating, detailed, organized, and able to multitask.
Experience with Microsoft Office and Outlook with an emphasis on Excel skills
ERP and data entry experience.
Customer service oriented.
Strong oral and written communication skills to work effectively with others while soliciting input from customers.
Working knowledge of Customs regulations.
Innovative/creative thinking.
Willingness to occasionally work after traditional business hours and weekends to address customer needs. WORK ENVIRONMENT CONSIDERATIONS: Industrial manufacturing environment.
Occasional overtime required.
Walking, sitting, standing, bending, climbing, crawling, driving, reading, seeing, hearing, speaking, concentrating, communicating. SUPERVISORY RESPONSIBILITY: Lead CSR team members to perform required functions FINANCIAL RESPONSIBILITY: Manage area to budget and adhere to all elements of the travel and expense policy. PHYSICAL DEMANDS: Low physical demands: conditions at customer sites may encounter slippery or obstructed walking surfaces and loud noises. BENEFITS JBT Corporation offers the growth potential of a company with a developing technology that is unique in its field, plus frequent company-sponsored events and a competitive benefits package that includes medical, dental and vision coverage and 401(k) plan. AN EQUAL OPPORTUNITY EMPLOYER It is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department. EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities If you have a disability or impairment that prevents you from completing the online application, please seek the assistance of your local employment services agency. JBT maintains active relationships with local employment services agencies, and they have pledged their support in assisting any applicant needing help in applying. To find information on agencies throughout the United States, please go to You may also call Susan Cotton at 844-286-4524 if your disability or impairment prevents you from applying online. NOTE: Do not use this number unless you need assistance because of a disability or impairment. The personnel attending this phone line will not be able to give you a status update regarding your application and will not be the individuals making a decision regarding your employment. #LI-AC1

Keywords: JBT Corporation, Salinas , Customer Care Manager, Executive , Salinas, California

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