Customer Service Manager eMobility

ConMet’s eMobility business is launching new electrification products in the commercial vehicle industry and focusing on electric refrigerated trailers initially. As a new business, we are setting up partner and customer relationships to support the sales and service of our products. The Customer Service Manager is a key role in the organization in ensuring the highest level of customer and customer-facing channel partner satisfaction for ConMet’s eMobility products & services.

Key Duties Include:

• Supervising and managing the customer service team, training staff members to provide the highest standards of customer service and ensuring that all company policies are followed.
• Ensure alignment and regular communication with complementary customer care departments, production, warranty, and business development to ensure priority level customer support and timely issue resolution.
• Handling and closing customer inquiries, resolving customer problems and managing customer escalations.
• Establish, update and maintain customer service internal and external knowledge bases and support processes for the most common support cases.
• Establish, maintain and proactively act upon standard customer service reporting metrics.

This role requires working in an office environment (not hybrid or remote) at ConMet's corporate headquarters in Vancouver, Washington. Non-local candidates must be open to relocation (relocation assistance available).

Qualifications

• Bachelor's Degree in a Business-related major
• Minimum 5 years' demonstrated experience resolving an array of customer issues in a customer service, sales or technical service environment
• Minimum 5 years' supervisory experience in a customer service, engineering, technical service, or field sale/service environment
• Minimum 4 years’ experience in/with electrification or highly engineered systems is preferred
• Proficiency with Salesforce, Atlassian Jira tools, Microsoft Office Suite, and virtual tools like Zoom and Teams

Additional Duties:

• Plan the deployment of spare parts in strategic locations, as well as tools and training.
• Ensure training of customers and partners is planned and delivered on time for each product deployments.
• Maintain ConMet eMobility’s current portfolio of business, profitability, and brand reputation, as well as positioning us to grow the business.

• Accountable for employing an array of comprehensive and timely customer support response, resolution, and satisfaction functions for our end use customers and our servicing channel partners.
• Resolve a proportional amount of customer support issues daily.
• Providing leadership and coordination between internal departments, Account Managers and Business Development leads to help position, plan, train and execute pilots and commercial deployments of our eMobility systems.
• Oversee and execute new, replacement, and service parts ordering process, for our customers and channel partners.
• Coordinate and support our dealer and channel partner needs relative to system installation including material status, supply chain questions, documentation support, and training.
• Provide guidance on lead time, order status, warranty/RMA, shipping updates, and logistics questions.
• Collaborate with marketing and application engineering to own and ensure the upkeep and development user, service, and operating manuals, and related videos.
• Develop Customer Support team processes and knowledge bases.
• Implement Customer Support KPI reporting to allow for rapid response to areas requiring attention.

• Implement and regularly interpret electronic data and KPI trends to prescribe resolution strategies.

About ConMet

ConMet, a division of Amsted Industries, is a leading global supplier of wheel hubs, aluminum castings, and structural plastics to original equipment manufacturers and aftermarket channels in the commercial vehicle industry. Founded in 1964, ConMet innovation has been critical in designing, engineering, and manufacturing revolutionary technologies for trucks and trailers. Today, ConMet products are standard equipment on most heavy-duty vehicles in North America and have a growing footprint worldwide.

Diversity & Inclusion Pledge

At ConMet, differences are not ignored, but celebrated. Our goal is to encourage a deeper knowing of our people, pulling out knowledge and experiences to ignite creativity. We are committed to achieving workplace equity by intentionally creating a work environment where all people are respected, accepted and have a sense of belonging.

Because people are what drive our success, ConMet’s Diversity and Inclusion program empowers all employees to embrace their individuality and share their abilities to further our innovations, thus improving the lives of our employees and customers, and strengthening our position as a leader in our market.

Compensation & Benefits

• Base salary range: new hires generally start between $103,460 - $129,325 (placement based on qualifications and professional experience). Entire salary range $103,460 - $155,000 (placement based on factors including qualifications, professional experience, and location).
• Targeted annual bonus based on company performance metrics as defined by Amsted Business Unit Incentive Plan is determined by position and experience levels.
• Comprehensive employee benefits package, including medical/dental/vision coverage, life and disability protection.
• Vacation plan – ConMet offers exempt employees a paid vacation benefit that provides the flexibility to take time off from work based on factors including good discretion, sound performance, and consideration of overall team and business needs.
• Paid sick leave up to 10 days (80 hours) per calendar year
• ConMet’s retirement package:
  • Participation (100% company paid) in the ConMet/Amsted Employee Stock Ownership Program (ESOP).
  • 401k match.
• Ten paid holidays per year.
• Wellness reimbursement.

ConMet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression or any other characteristics protected by federal, state, or local laws (“Protected Characteristics”). Ensuring fair wages is an important Company value. Accordingly, the Company will not pay wages to any employee at a rate less than the Company pays to other employees for work that is substantially equivalent and requires comparable skills unless a bona fide factor justifies a pay differential. The Company prohibits pay disparity based on Protected Characteristics or prior salary history. The Company prohibits retaliation against employees for discussing compensation.