UniCarriers Americas Corporation
  • 534 - Outside Sales
  • Marengo, IL, USA
  • Full Time

Customer Care Manager

UniCarriers is growing! Consider a fulfilling career at a company where you can progress professionally with your level of expertise.

Don't let your career go stagnant; take the next step and join our team!

Job Responsibilities

The Customer Care Manager will be responsible for the measurement of and the improvement of Customer Care throughout the entire organization. With the key initial activity of working with all departments in developing a comprehensive customer care process and rapid implementation of the new process.

  • Develop and implement a comprehensive company-wide customer care process to develop Customer Care as a competitive advantage.
  • Measure and monitor Customer Care metrics. Key metrics to include:
    • Customer expectation vs. perception (Does our service live up to customer's expectations?)
    • Likelihood to recommend our company to others
    • Customer experience vs ideal experience (How does our service compare to customer's "ideal" service?)
    • Overall Satisfaction
    • Repeat purchase intention (Dealer network and National Account retention and increased mind-share)
  • Develop company-wide vision and understanding of customer expectations and advocacy throughout UCA tied into key company and departmental KPIs.
  • Develop and implement customer onboarding activities to provide high-level of customer care as our new business relationship begins.
  • Participant in recruitment and interviewing potential candidates for UCA's team and provide input in the process on fit with UCS's Customer Care Culture.
  • Provide new UCA team members training and understanding of UCA's Customer Care Culture.
  • Develop and provide periodic training for UCA staff to support improvements in Customer Care metrics.
  • Monitor, evaluate and implement as approved, best practices learned from other Best-in-class customer care companies. Always looking for opportunities of continuous improvement in Customer Care.
  • Provide regular reports and updates on UCA's Customer Care activities and performance for UCA's Executive team or other groups as required.
  • Other duties and responsibilities as assigned by Senior Director, Sales and Marketing.

Education and/or Experience:

B.S Degree in Business or Sales related field is preferred. Minimum of five years in customer care or satisfaction experience preferably with automotive or heavy industrial equipment manufacturing and a demonstrated track record of increasing responsibility. Must possess the ability to handle difficult and demanding situations and multiple priorities.  Requires excellent verbal and written communications skills along with a demonstrated teamwork attitude.

Technical Skills:

Minimum Microsoft Office including Word, Excel, Access, PowerPoint.

Company Overview

UCA's corporate headquarters and manufacturing facilities are located in Marengo, IL which is about 30 miles east of Rockford and approx. 30 miles west of Schaumburg. 

While the UniCarriers name has only been around a short while, the story of our company is, in reality, the history of three companies that span more than 100 years.

  • Barrett Industrial Trucks was founded in 1914, and was a pioneer in bringing a new generation of electric powered equipment to the material handling market.
  • TCM founded the forklift manufacturing industry in Japan, producing the first ever Japan-made forklift in 1949.
  • Nissan Forklift began operations in 1957. With its acquisition of Barrett in 1988, it became the first Japanese manufacturer of all five classes of material handling equipment in the U.S.UniCarriers employs over 4,400 employees worldwide. UCA offers its employees and their families a comprehensive and very competitive benefits package. Benefits that are offered to employees and their families include.
  • Today, UniCarriers provides forklifts throughout the world. The UniCarriers Americas facility in Marengo, Illinois, sets the standard for forklift manufacturing. And we continue to push the envelope, bringing new technology and innovation to our equipment...and the material handling industry.
  • Medical, Dental & Vision Plans
  • 401(K) Savings Plan (Including company match)
  • Training & Tuition Reimbursement
  • Flexible Spending /Dependent Care Accounts
  • Health Savings Accounts
  • Company Paid and Optional Life Insurance
  • Short Term and Long Term Disability
  • Paid Time Off and Holidays
UniCarriers Americas Corporation
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