Customer Care Manager

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