Customer Care Manager

The Customer Care Manager is responsible for leading and optimizing the day-to-day operations of the customer care function, including Inside Sales and Customer Service. This role ensures consistent, high-quality customer experiences by managing people, processes, systems, and performance metrics. The manager partners cross-functionally with Sales, Supply Chain, Quality, IT, and Finance to resolve issues, improve efficiency, and drive continuous improvement. What You’ll Do Operations & Process Management Oversee teams supporting inside sales, account management, quotes, and order processing. Oversee daily customer care operations, ensuring service levels, response times, and resolution targets are met. Create and administer a CSAT survey to gauge customer satisfaction with the Customer Care organization. Stay ahead of developments in customer service, working with senior management to create new strategies and implement them within the department to improve service quality. Partner with IT and business teams on system enhancements and integrations. Develop, document, and continuously improve customer care processes and standard operating procedures. Identify operational bottlenecks and implement scalable solutions to improve efficiency, accuracy, on‑time delivery, and customer satisfaction. Ensure effective use of ERP systems (e.g., SAP, Oracle) and CRM tools. Support CRM implementation and optimization of Salesforce.com and data quality standards. Lead continuous improvement initiatives to reduce errors, rework, and cost‑to‑serve. Establish and maintain SOPs for order management, returns, credits, and claims. Team Leadership & Development Lead, coach, and develop Inside Sales and Customer Service representatives. Coach teams on consultative communication and customer relationship management. Set clear performance expectations and conduct regular coaching and performance reviews. Foster a customer‑centric, accountable, and collaborative team culture. Support hiring, onboarding, and training initiatives. Customer Experience & Issue Resolution Act as an escalation point for complex or high‑impact customer issues. Analyze customer feedback, complaints, and trends to drive corrective actions. Partner with internal and external stakeholders to resolve root causes and prevent recurring issues. Champion customer advocacy across the organization. Metrics, Reporting & Continuous Improvement Define and track KPIs. Use data to drive continuous improvement and strategic decision‑making. Support customer care transformation initiatives, including automation and system enhancements. Systems & Tools Oversee customer care systems (CRM, ERP, knowledge base). Ensure data integrity, reporting accuracy, and effective system usage. Partner with IT and business teams on system enhancements and integrations. What You’ll Bring Bachelor’s degree in business, Operations, or a related field (or equivalent experience). Strong understanding of customer service metrics, ERP (SAP, Oracle) workflows, and best practices. Ability to lead teams and manage change. Work cross‑functionally with procurement, supply chain, operations, sales, and finance to improve efficiency, accuracy, and overall customer experience. What We Value Experience in B2B, manufacturing, distribution, or technical customer support environments. Experience with CRM and ERP platforms (e.g., Salesforce, Zendesk, SAP, Oracle). Lean, Six Sigma, or continuous improvement experience. Key Competencies Operational excellence and process improvement. Customer‑first mindset. Data‑driven decision‑making. Strong communication and cross‑functional collaboration. Leadership, coaching, and conflict resolution. Equal Opportunity Employer. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. #J-18808-Ljbffr