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Customer Care Manager

2 weeks ago

Edmonton, Canada WD Co-Auto Full time

**WD Co-Auto** is looking for a **driven and strategic Customer Care Manager** to take our client care and inside sales operations to the next level.

Are you a seasoned leader, in customer service, quoting, and inside sales, who’s ready to **make a real impact, grow a team, and help shape the future of customer care and inside sales at WD Co-Auto?** We’d love to hear from you Join us to take on new challenges and lead a dynamic team

**Location**:

- **Calgary, or Edmonton, AB**_

**What You’ll Do**:
As the **Customer Care Manager**, you’ll be responsible for building and managing a high-performing team that provides top-tier support to our members and internal teams. You’ll create a structure that ensures exceptional service — from answering calls and managing orders to providing accurate quotes and coordinating logistics.

You’ll also support a small group of rural accounts, maintaining strong relationships where in-person support is less frequent. In addition, your team will act as the **knowledge base and operational backbone** for our field sales reps — answering questions, providing product information, and helping them deliver on customer needs.

Reporting to the **VP, of Dealership Solutions**, you’ll play a crucial role in **shaping the future of our customer care and inside sales team**, with the opportunity to expand and refine the department as the business grows.

You’ll oversee the **Customer Care Team**,manage a portfolio of **key accounts,**spearhead **internal processes and procedures**, and lead our **Route Sales Representatives.**
- **Lead, mentor, and develop the Customer Care Team & RSR Team**, ensuring they provide top-tier support and service to customers and our Solutions Consultants.
- **Oversee daily operations**, including answering inbound customer calls, processing orders, creating quotes, and resolving issues.
- **Manage a portfolio of accounts**, strengthening relationships and identifying new growth opportunities.
- **Manage and ensure accuracy for quoting, order entry, project coordination, and service resolution.**:

- **Shape the future of inside sales**, working closely with leadership to refine processes and potentially expand the team with additional SDRs.
- **Drive business development through hands-on SDR activities**, including prospecting, outreach, lead generation, and nurturing to help fuel business growth.
- **Collaborate across departments**, ensuring seamless communication between inside sales, field sales, and customer support teams.

**What You Bring**:

- **Proven experience in customer service, quoting, order entry inside sales, and project coordination with a focus on large product offerings**:

- **Leadership experience**, with a track record of managing and developing high-performing teams.
- **Excellent communication and relationship-building skills.**:

- **A proactive and strategic mindset**, with the ability to scale and refine inside sales operations.
- **Strong organizational and analytical skills**, with the ability to track KPIs and optimize sales processes.
- **Experience in the dealership industry is an asset but not required.**

**Why Join WD Co-Auto**
- **Competitive Compensation Package: an annual base salary depending on**level of experience.
- **Commission/Bonus Structure**: Performance-based commission and bonus structure.
- **Amazing Benefits**: Dental, extended health care, life insurance, paid time off, access to an Employee Purchase Program

**About WD Co-Auto**

**WD Co-Auto** is dedicated to helping automotive dealerships across Canada succeed, and we want _you_ to be part of our journey. Start your career in a role where your potential matters and every day is an opportunity to make an impact.

**Job Types**: Full-time, Permanent

Additional pay:

- Bonus pay
- Commission pay

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off

Schedule:

- Monday to Friday
- Overtime

Application question(s):

- How many weeks of notice do you require if offered the position?
- What's your target base salary (range) and commission included?

**Experience**:

- B2B Sales Leadership: 3 years (preferred)
- Account management: 3 years (preferred)
- Customer Service Leadership: 3 years (preferred)

Licence/Certification:

- Driving Licence and Clean Abstract (required)

Work Location: In person