Business Development and Customer Service Manager

Company: Carry-On Trailer
Location: Lavonia
Posted on: June 23, 2022

Job Description:

COMPANY OVERVIEW
Carry-On Trailer is the #1 trailer manufacturer in North America by volume with 7 manufacturing facilities strategically located across the country. Carry-On is a key division of American Trailer World ("ATW") which is owned by Bain Capital. ATW is the market leader in both consumer and professional grade trailers and continues to grow rapidly. Our team members are part of a dynamic environment, building upon several years of strong year-over-year growth, creating a fast-paced, entrepreneurial culture. As ATW continues its vision of increasing people's capacity for work and play by solving their hauling needs, we expect opportunities, revenue, and profitability to climb by relentlessly focusing on enhancing our customer experience and operational excellence. POSITION SUMMARY We are looking for an enthusiastic leader who has a passion for delivering winning results in a fast-paced organization. The Business Development ("BD") and Customer Service ("CS") Manager will work intimately with the sales team and will lead the BD and CS teams that serve as the face of Carry-On Trailer on a day-to-day basis. The BD and CS teams are responsible for a large majority of our customer interactions ranging from retailers and dealers to end-users of our product. The goal of every interaction is to delight our customers by providing effective insights, answers and resolutions by utilizing the team's in-depth knowledge of the company, our systems, products and programs. The BD team is responsible for partnering with the Carry-On Sales leaders to support our retailers and dealers in analyzing their businesses to identify key sales trends and opportunities, manage orders and inventory, and respond to store or customer requests. The CS team is responsible for managing inbound calls, emails and warranty claims. Carry-On prides itself in having best-in-class customer service for our end-users by ensuring the highest quality customer experience with quick resolutions. LOCATION: Lavonia, GA (Carry-On Trailer Corporate Headquarters)
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Partner with the sales team to meet and exceed wholesale and retail customer's service expectations
• Develop a structure and cadence for the Business Development team to analyze wholesale and retail sales trends and provide actionable insights
• Develop and execute a customer service vision and plans that aligns with the company's strategy
• Processes customer warranty requests, returns, order status inquiries, product knowledge requests and other questions according to established department policies and procedures
• Ensure customer complaints are researched and answer questions; consult internally to ensure complaints are resolved within 24 hours
• Lead data driven teams through developing a daily, weekly, monthly dashboard to ensure the effectiveness of the BD and CS efforts
• Support and collaborate with other team members on marketing initiatives, various campaigns and ad hoc projects and requests
• Manage the execution of projects on-time and at an exceptional level of quality
• Collaborate with the management team across the company and customers to establish inside sales benchmarks OTHER SKILLS AND ABILITIES
  • Improve the customers' experience in a manner that generates an upper quartile Net Promoter Score
  • Review customer and warranty patterns to make suggestions regarding additional opportunities to improve quality and customer satisfaction
  • Proactively provide support internally to sales and others regarding customer concerns
  • Develop initiatives to increase customer satisfaction. Manage and routinely report on the initiatives to ensure successful implementation and that we are on track to meet expectations
  • Develop team's product knowledge to ensure ability to specify and recommend products to customers
  • Effectively communicate with the management team across Carry-On and ATW as well as with wholesale and retail customers QUALIFICATIONS
    • B.S. degree or equivalent experience/education combination in Communications or Business
    • Preferably has experience with an industrial product
    • Minimum of 7-years of related experience

Keywords: Carry-On Trailer, Athens , Business Development and Customer Service Manager, Executive , Lavonia, Georgia