Customer Care Manager

Job Description

About the Role

American Access is looking for a Customer Care Manager to be the main point of contact for our nationwide network of ramp dealers. You’ll own the full dealer experience — from first inquiry through quoting, order entry, production, shipment and delivery — and work closely with our manufacturing plant, warehouse/shipping and administrative teams to make sure every dealer order is built correctly, ships on time and arrives complete.

When something goes wrong — freight damage, shortages, incorrect or missing parts, delivery delays — you’ll take ownership and see it through to resolution with the carrier, the plant and the dealer.

This role is a fit for someone who works with independence and initiative, exercises sound judgment when balancing competing priorities, and brings strong attention to detail, communication and time-management skills. You’ll regularly handle confidential pricing and customer information.

What You’ll Do

• Serve as the primary point of contact for ramp dealers by phone and email, responding promptly and professionally
• Prepare accurate, 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 accountable Customer Care team members
• Administer the Dealer Portal: set up accounts, logins, permissions and pricing tiers; train dealers and drive adoption of self-service ordering
• Track quote-to-order conversion and continuously improve quoting and order-entry processes
• Gather and analyze performance data (quote turnaround, order accuracy, on-time delivery, issue resolution) for leadership

How Success Is Measured

• New dealer acquisition and onboarding time (approval to first order)
• Quote turnaround (within 24 business hours) and quote-to-order conversion rate
• Order accuracy (98%+) and order-entry turnaround (within one business day)
• Dealer response time (same business day) and issue resolution time
• Dealer retention and growth in sales per dealer
• Dealer Portal adoption and up-to-date SOPs for quoting, order entry and issue handling

What We’re Looking For

• High school diploma or GED
• 3+ years in customer service, inside sales, order management or a related role; team leadership experience preferred
• Experience preparing quotes and processing orders; working knowledge of freight, shipping and claims processes a plus
• Proficiency with Microsoft Office (Outlook, Excel, Word) and order management/CRM software
• Ability to read and interpret basic drawings and measurements; knowledge of ramps or accessibility products a plus
• Exceptionally strong organizational, interpersonal and communication skills
• Calm, courteous and solution-focused when handling customer concerns

Physical Requirements

• Able to sit for extended periods working at a computer and on the phone
• Able to lift and/or carry up to 25 lbs as needed (parts, samples, etc.)

Details

Full-time, onsite at our Alamo, TN facility. Salaried position reporting to the Sales Operations Manager.