Customer Care Manager
TLD
Customer Care Manager
The Customer Care Manager leads a team of Customer Service Representatives in delivering exceptional service to our customers across the region. This role ensures operational efficiency, team performance, and customer satisfaction, while also serving as a strategic partner in improving sales, service processes, and regional spare parts logistics. As part of the dynamic and international TLD Spare Parts America team, the Customer Service Manager plays a key role in cultivating a collaborative team culture that is customer-driven and committed to long-term partnerships. We go above and beyond to deliver spare parts quickly, leveraging our global network and logistics capabilities.
Team Leadership & Development
- Lead, coach, and develop a high-performing customer service team.
- Provide training on systems, processes, and product knowledge to ensure team success.
- Monitor performance metrics, set individual and team goals, and conduct regular reviews.
- Foster a positive, cooperative, and accountable team environment aligned with company values.
Customer Relationship Management
- Oversee customer accounts and ensure high levels of satisfaction and responsiveness.
- Resolve complex or escalated customer issues promptly and professionally.
- Develop strategies to strengthen relationships with key customers and drive long-term sales growth.
Operational Oversight
- Manage daily operations of the Customer Service team, including order processing, quoting, and communication standards.
- Ensure timely and accurate use of the ERP system and SPQ module for quotations and order management.
- Coordinate with the logistics and warehouse teams to prioritize and track shipments.
Process Improvement & Reporting
- Identify and implement process improvements to increase efficiency and service quality.
- Analyze service metrics, customer feedback, and order data to inform decision-making.
- Prepare regular reports for senior management on team performance, customer activity, and market trends.
Cross-Functional Collaboration
- Collaborate with the Purchasing, Sales, and Technical Support teams to align customer service with product availability and market demand.
- Support the Spare Parts Hubs Manager in regional strategy and stock planning.
- Communicate proactively across departments to ensure seamless customer experience.
Qualifications & Experience
- 5+ years of experience in customer service, preferably in technical or spare parts sales.
- 2+ years in a supervisory or managerial role.
- Strong understanding of ERP systems and quoting tools (e.g., SPQ or similar).
- Excellent leadership, organizational, and communication skills.
- Technical aptitude and familiarity with mechanical components or parts a plus.
- Ability to travel domestically and internationally as needed up 25%
- Proficiency in Microsoft/Excel is a must
- Bachelor's degree required
Reports to: Spare Parts Manager
Schedule: Full-time, 8 hours/day, onsite
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