Customer Care Manager

The Customer Care Manager (CCM) leads all customer service and sales support operations, owning the full customer lifecycle from initial quoting through order fulfillment and post‑sale support. This role serves as the central connection point between customers, sales, and operations, directly influencing customer satisfaction, order accuracy, and revenue execution. The CCM ensures a best‑in‑class customer experience while driving operational excellence, regulatory compliance, and alignment with commercial and supply chain strategy. Customer Experience & Lifecycle Management Customer lifecycle ownership — Manage the complete customer journey across pre‑sale engagement, order execution, and post‑sale support. Issue resolution — Ensure timely, accurate handling of inquiries, complaints, and product‑related concerns. Proactive communication — Deliver consistent, transparent updates across all customer segments. Feedback programs — Establish structured feedback loops to inform product, operations, and commercial teams. Department leadership — Oversee daily customer service operations and team performance. Customer satisfaction goals — Set, track, and achieve customer satisfaction metrics. Problem resolution — Clarify issues, identify root causes, determine solutions, expedite corrective actions, and follow up to ensure full resolution. Experience & Skills Requirements Leadership & Industry Background 5+ years leading customer service or inside sales teams Experience in B2B , medical device , manufacturing , or other regulated environments Proven ability to lead teams, elevate performance, and manage end‑to‑end customer operations (order‑to‑cash) Technical & Operational Expertise Strong understanding of order management , customer workflows, and operational processes Hands‑on experience with ERP/CRM systems and process improvement Ability to learn and support complex or technical product lines Communication & Interpersonal Skills Communication excellence — Ability to clearly define issues, communicate solutions, and present information effectively Customer support skills — Strong phone handling, active listening, and customer engagement abilities Cross‑functional collaboration — Proven success partnering with sales, operations, and supply chain Teamwork — Commitment to trust, accountability, and constructive feedback within the team Professional Capabilities Computer‑literate across multiple software applications Strong prioritization, multitasking, and time‑management skills Education & Additional Requirements Strong preference for candidates with B2B, manufacturing, or regulated industry experience #J-18808-Ljbffr Tethered Talent