Customer Success Manager

Mendon Truck Leasing and Rental (MTLR Corp.), a branch of PETIT FORESTIER GROUP, a full-service leasing and rental company and a leader in the refrigerated fleet market, is searching for an experienced full-time Customer Success Manager to improve customer satisfaction, loyalty, and retention continually. This role will help solidify our reputation as a company that offers dedicated support to our clients.

This position is on-site at our HQ location in Greenpoint, Brooklyn.

Responsibilities:

• Serve as our customers’ primary point of contact, nurturing relationships to keep customers happy and exceed their expectations.
• Create engaged customers and facilitate organic growth by providing dedicated customer service experience.
• Ensure new and current customers have needs met and are taken care of by staying updated on the customer’s active fleet, including truck locations, statuses, and upcoming service needs.
• Monitor progress for new truck orders and production timelines and status.
• Collaborate with the Sales Representatives to ensure smooth after-sales procedures.
• Set a clear mission and deploy strategies focused on meeting goals for customers and Mendon.
• Take ownership of customers’ queries, recommend solutions, guide them through features and functionalities, and follow problems through to resolution.
• Respond to customer queries promptly and accurately via phone, email, or chat.
• Update our internal databases with accurate records about mileage information, customer service actions, helpful discussions with customers, and technical issues.
• Share customer feedback with appropriate departments.
• Inform customers about new features and functionalities.
• Analyze statistics and compile accurate reports.
• Assist in training junior Customer Support Representatives as needed, providing mentorship and nurturing an environment where they can excel through encouragement and empowerment.

The successful candidate will have:

• Excellent client-facing and communication skills
• Demonstrated experience as a Customer Service Manager
• Ability to lead and think strategically with advanced troubleshooting skills
• Experience in providing customer service support
• Substantial knowledge of management methods and techniques
• Working knowledge of customer service software and tools
• BS degree in Business Administration or related field

Additional information

Job Type: Full-time

Schedule: Monday to Friday

Salary: $60,000.00 – $70,000.00 per year + year-end bonus

Work Location: 362 Kingsland Ave, Brooklyn, NY 11222

Benefits:

– 401(k)

– Dental Insurance

– Vision Insurance

– Health Insurance

– Life Insurance

– Sick Time Off

– Vacations

– Holidays

Mendon Truck Leasing and Rental