Who We Are:

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts, and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.

What You Will Be Doing:

As the Digital Solutions Customer Care Manager, you will play a pivotal role in shaping and executing strategies for our digital experience customer onboarding team. The customer onboarding team is responsible for providing the best digital experience on Yancey's digital tools for our machine and power systems customers by executing in person value-based onboarding sessions across the territory. Your mission will be to lead, execute, and enhance onboarding activities and targets within our digital ecosystem, driving value and ensuring the sustainable engagement of our tools and processes.

Major Tasks, Responsibilities, and Key Accountabilities:

• Develop and implement strategies and playbooks for customer onboarding.
• Lead and improve onboarding activities to meet targets for our digital ecosystem.
• Drive value creation to ensure long-term engagement with our digital tools and processes.
• Gain a deep understanding of Yancey's business, customers, processes, systems, specials, services and subscriptions to support our digital transformation journey.
• Quickly grasp the needs of our general line and retail small core machine and power system customers and internal stakeholders.
• Translate customer needs into meaningful digital experiences using a customer-first approach.
• Focus on critical KPIs such as increasing user satisfaction, loyalty, adoption, and utilization of our digital ecosystem.
• Lead the customer care department and collaborate with key stakeholders across the organization.
• Develop and implement customer care strategies to enhance the overall customer experience.
• Ensure that digital transformation efforts are rooted in a deep understanding of user needs, pain points, and expectations.
• Monitoring and evaluating the performance of team members, providing feedback, and conducting performance reviews.
• Coordinate and collaborate with other departments to resolve customer pain points and improve processes.
• Ability to compile and analyze performance data to measure productivity, goal achievement, and make recommendations for fast and effective process iterations.
Other duties as assigned and qualified.

Education/Experience:

• Bachelor's degree from a four-year college or university (or related equivalent experience) required.
• 5+ years in a customer service or sales support role, with at least 3 years in a management role.

Required Qualifications/Skills:

• Leadership
• Vision
• Competitiveness
• Drive
• Strong accountability and initiative
• Strong interpersonal and communication skills
• Advanced problem-solving capabilities
• Deep understanding of Digital tools
• Detailed understanding of financial and operational metrics, and the ability to impact them
• PC proficiency
• Working knowledge of customer service software, databases, and CRM tools
• Proven experience in customer service management.
• Strong leadership skills.
• Expertise in creating and executing strategies.
• Passion for helping customers and enhancing their digital experience.

Preferred Qualifications/Skills:

• Ability to speak, read, and write Spanish.

Environmental Job Requirements

Environment:

• Most of your time will be spent in a climate controlled environment with possible noise and vibrations carried over from the shop.

Physical:

• Able to lift, carry, and lower up to 15 lbs.

Travel:

• The majority of your time (70% or more) will be spent traveling to customer locations and Yancey branches across your assigned territory.

Who We Are Looking For:

To be successful in this position you should be task-oriented with exceptional organizational skills and follow-up. Customer service, professionalism, and sense of urgency should be top priorities for you. Adaptability with communication styles and the ability to work both independently and in a team environment are essential to this position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.