Customer Care Manager
Company: JBT Corporation
Posted on: September 16, 2022
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
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
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
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
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
Company paid Short Term Disability, Long Term Disability, and Life
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
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.
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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