Customer Care Manager

Inventronics is seeking an experienced, results-driven Customer Care Manager to lead and develop our customer service team while driving operational excellence and customer satisfaction. This position is ideal for a leader who thrives in a fast-paced environment, enjoys building high-performing teams, and is not afraid to roll up their sleeves. As a working manager, you will be responsible for coaching, developing, and holding team members accountable while also serving as a backup resource when needed. We are a small office with a global collaborative culture, which means efficiency, adaptability, multitasking, and critical thinking are essential. The successful candidate will have a passion for customer service excellence, continuous improvement, and creating a frictionless customer experience. What You'll Do Lead, mentor, and develop a team of customer service professionals. Establish clear performance expectations, KPIs, and accountability measures. Conduct regular coaching sessions, performance reviews, and career development planning. Foster a culture of ownership, teamwork, continuous improvement, and customer focus. Identify training opportunities and implement development plans to improve team capabilities. Customer Experience Management Ensure customers receive a responsive, professional, and frictionless experience. Act as the primary point of escalation for complex customer issues, warranty claims, and service concerns. Resolve customer conflicts while balancing customer satisfaction and company objectives. Monitor service levels and continually identify opportunities to improve the customer experience. Operational Excellence Analyze customer service metrics and implement improvements to drive performance. Develop and maintain standard operating procedures and best practices. Partner with Sales, Operations, Supply Chain, Accounting, and other departments to resolve customer issues effectively. Improve team workflows, efficiency, and overall service delivery. Maintain accuracy and compliance in order processing, customer communication, and documentation. Develop a deep understanding of every role within the Customer Care team. Provide day-to-day operational support and serve as backup coverage during vacations, absences, and peak workloads. Assist with customer orders, inquiries, shipment issues, returns, warranty claims, and other customer-facing activities as needed. Lead by example through active participation in daily operations. Qualifications Required Bachelor's degree or equivalent combination of education and experience. 10+ years of customer service experience. 3+ years of supervisory or management experience leading a customer service team. Proven ability to coach, develop, and improve team performance. Hands-on leadership style with a willingness to work alongside the team. Strong critical thinking, problem-solving, and decision-making skills. Excellent written and verbal communication skills. Strong organizational skills with the ability to manage multiple priorities and deadlines. Proficiency with Microsoft Office Suite, including Outlook, Excel, Word, and PowerPoint. Experience using Oracle EBS or similar ERP systems. Ability to thrive in a multicultural environment with demanding timelines and changing priorities. Preferred Experience in manufacturing, distribution, electronics, industrial products, or B2B customer service environments. What Success Looks Like Within the first 12 months, you will: Build a highly engaged and accountable customer service team. Improve customer response times and service levels. Establish measurable performance standards and reporting metrics. Increase customer satisfaction through proactive issue resolution. Streamline processes that improve efficiency and reduce customer friction. Why Join Inventronics? Opportunity to lead and transform a critical customer-facing function. Highly visible role with direct impact on customer satisfaction and business performance. Collaborative and supportive leadership team. Ability to shape processes, develop talent, and drive meaningful change. If you are a customer service leader who combines accountability, operational excellence, and a passion for developing people, we'd love to hear from you. #J-18808-Ljbffr