Todd Vick, director of customer experience for The Raymond Corporation, was named a recipient of this year's Rock Stars of the Supply Chain award, in the Top Warehousing Leader category.
Vick has served in this role for the past four years, tasked with ensuring the company consistently delivers exceptional value to both external customers and internal stakeholders. His role centers on promoting a culture of continuous improvement in line with Raymond’s kaizen philosophy, which emphasizes constant evolution to enhance the customer journey. He is deeply involved in crafting tailored customer experience (CX) strategies specifically for B2B clients, with a focus on building long-term partnerships and “customers for life.” His day-to-day work includes overseeing dedicated account managers and aftermarket teams implementing specialized resources to meet the unique needs of Raymond’s diverse customer base. This includes managing customer engagements through tools like quarterly business reviews, Microsoft Power BI analytics, site audits and virtual fleet management. Vick also focuses on national account strategies and support programs that translate into scalable solutions for customers across various markets and sizes.
Over the past year, Vick has led several impactful initiatives aimed at transforming Raymond’s approach to customer support and engagement. One of the most significant projects underway is the development of a comprehensive customer portal, which is designed to provide customers with end-to-end visibility into their operations. Vick also spearheaded a new support services campaign aimed at raising awareness of Raymond’s capabilities beyond lift trucks and maintenance, and was instrumental in developing a best practices program for customers who handle their own maintenance. Vick and his CX team also launched a CX-concepts training curriculum campaign for all of its internal and regional associates as a reinforcement of their customer-first principles.
In the coming year, Vick aims to scale Raymond’s tailored CX strategies, launch the customer portal, expand Raymond’s support services offerings, and enhance the Voice of the Customer program to capture feedback at scale across all account tiers, from small dealer-managed accounts to large national accounts.
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