Customer Care Manager

Country Life Natural Foods • Pullman, MI, US Description We are seeking an experienced and dynamic Customer Care Manager to lead our customer service team. The ideal candidate will possess strong leadership skills, exceptional communication abilities, and a comprehensive understanding of retail management. This role involves managing staff, ensuring excellent customer experience, and maintaining operational efficiency to drive business growth. Responsibilities Team Leadership & Coaching: Recruit, train, and mentor customer service representatives. Manage schedules, conduct regular performance reviews, and guide staff on resolving complex or escalated customer disputes Policy & Procedure Development: Design and implement customer service policies, scripts, and workflows to ensure consistent, high-quality service delivery. Issue Escalation: Step in to resolve highly complex or escalated customer complaints when representatives require managerial intervention Cross-Functional Collaboration: Act as the liaison between the customer care team and other departments (e.g., IT, product development, or sales) to address systemic issues and improve products Qualifications Proven management experience in retail or customer service environments with supervising responsibilities Strong negotiation, sales management, and retail math skills Exceptional verbal and written communication skills, including phone etiquette and interpersonal interactions with a highly professional, empathetic, and solution-oriented mindset. Excellent organizational skills with the ability to multitask efficiently in a fast-paced setting Strong computer skills and hands‑on familiarity with modern customer relationship management software, ticketing systems, and helpdesk tools. Bilingual or multilingual abilities are highly desirable for diverse customer engagement Proficiency in inventory management systems and POS softwareEffective training & development capabilities to mentor staff and improve team performance Leadership qualities with experience in assistant manager roles or store management positions Ability to manage time effectively while overseeing multiple responsibilities simultaneously Compensation $18 - $21 hourly Benefits Team-oriented environment & casual dress #J-18808-Ljbffr