Customer Care Manager
About The Position
American Access is seeking a Customer Care Manager to serve as the primary point of contact for its nationwide network of ramp dealers. The role owns the full dealer experience, from initial inquiry through quoting, order entry, production, shipment, and delivery. The manager coordinates with the manufacturing plant, warehouse and shipping, and administrative teams to ensure orders are built correctly, shipped on time, and delivered complete. The role also takes ownership of resolving freight damage, shortages, incorrect or missing parts, and delivery delays with carriers, the plant, and dealers. It requires independence, initiative, sound judgment in balancing priorities, attention to detail, strong communication and time-management skills, and careful handling of confidential pricing and customer information. The Customer Care Manager leads, trains, and holds Customer Care team members accountable; administers the Dealer Portal; and monitors performance data and process improvements. This is a full-time, salaried, onsite position at American Access's Alamo, Tennessee facility, reporting to the Sales Operations Manager.
Requirements
- High school diploma or GED.
- At least 3 years of experience in customer service, inside sales, order management, or a related role.
- Proficiency with Microsoft Office, including Outlook, Excel, and Word, and order management or CRM software.
- Ability to read and interpret basic drawings and measurements.
- Strong organizational, interpersonal, and communication skills.
- Ability to remain calm, courteous, and solution-focused when handling customer concerns.
- Able to sit for extended periods while working at a computer and on the phone.
- Able to lift and/or carry up to 25 pounds as needed.
Nice To Haves
- Team leadership experience.
- Experience preparing quotes and processing orders.
- Working knowledge of freight, shipping, and claims processes.
- Knowledge of ramps or accessibility products.
Responsibilities
- Serve as the primary point of contact for ramp dealers by phone and email, responding promptly and professionally.
- Prepare accurate and timely quotes, including ramp configurations, components, accessories, and freight.
- Enter, verify, and process dealer orders, confirming pricing, quantities, part numbers, and ship-to details.
- Coordinate with the plant and warehouse on production schedules, lead times, and ship dates, and keep dealers informed.
- Maintain accurate dealer accounts, quotes, and order history in company systems and the Dealer Portal.
- Lead, train, and hold Customer Care team members accountable.
- Administer the Dealer Portal, including account, login, permission, and pricing-tier setup; train dealers and encourage self-service ordering.
- Track quote-to-order conversion and continuously improve quoting and order-entry processes.
- Gather and analyze performance data for leadership, including quote turnaround, order accuracy, on-time delivery, and issue resolution.
- Own the resolution of freight damage, shortages, incorrect or missing parts, and delivery delays in coordination with carriers, the plant, and dealers.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
