JOB TITLE: Customer Relationship Manager (CRM)
REPORTS TO: Store Manager

JOB DESCRIPTION:

The Customer Relationship Manager (CRM) plays a key role in driving sales through data-driven customer engagement strategies. The CRM leverages market insights and analytics to identify opportunities, anticipate customer needs, and enhance the overall customer experience.  A successful CRM will drive revenue growth by focusing on targeted, high-value interactions within defined marketplaces.  This role requires a strategic mindset, strong analytical capabilities, and a collaborative approach to customer relationship management.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Strategic Relationship Management: Build and maintain strong, value-driven relationships with customers and prospects using a multi-channel approach (e.g., in-person, email, text, virtual).
• Data-Driven Decision Making: Utilize provided tools and analytics to assess customer purchasing trends, forecast needs, and strategically plan interactions.
• Market Analysis & Growth Strategy: Continuously evaluate consumer driven trends to identify emerging opportunities, new prospects, and develop targeted engagement strategies.
• Collaborative Selling: Work closely with store personnel, ensuring that all customer touchpoints—whether in-store, online, or via service teams—contribute to a unified and effective sales strategy.
• Customer-Centric Solutions: Analyze a customer’s business and proactively recommend parts or services that enhance value in their operations.
• Efficient Customer Engagement: Prioritize high-value customer interactions, ensuring the right customers receive the right level of attention based on data insights.
• Issue Resolution & Support: Serve as a liaison between customers and internal teams to resolve issues efficiently and maintain high customer satisfaction.

MINIMUM QUALIFICATIONS:

• Strong analytical skills with experience using data to drive decision-making.
• Knowledge of truck parts, their applications, and technical specifications preferred.
• Experience in customer relationship management, sales strategy, or business development preferred.
• Excellent problem-solving, communication, and interpersonal skills.
• Proficiency in Excel, Office programs, and CRM tools for data analysis and reporting.
• Ability to collaborate across teams and involve store personnel in sales strategies.
• College degree in business, sales, marketing, or a related field, or equivalent work experience.
• Professional appearance and ability to maintain a strong company/brand image.
• Valid driver’s license with a good driving record.
• Ability to travel as needed.
• Ability to lift up to 50 pounds.