Customer Care Manager

Overview

Standex International is a global industrial growth company operating through our market-leading brands in electronics, cutting-edge forming technologies, engraving, and scientific refrigeration. We work with our customers to advance progress through innovation. From inventing and producing parts for next-generation space vehicles to evolving vaccine refrigeration, designing functional textures for everyday products, improving renewable energy technology, and much more, we are focused on making what’s next possible.

Standex Electronics is a worldwide market leader in the design, development and manufacture of standard reed switch-based sensor solutions and custom electro-magnetic components, including magnetics products. We are a global team of problem solvers who can provide custom and/or standard solutions through our diverse and dynamic capabilities. Our approach is to strategically partner with customers to conquer challenges and deliver reliable high-quality results through our engineering and components.

These parts serve an array of markets globally, and through our customer driven innovation – improve the overall performance and efficiency at which end products operate.

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
• Keep ahead of developments in customer service, work with senior management to create new strategies, and implement these new strategies within the department to improve the quality of service
• Partner with IT and business teams on system enhancements and integrations
• Develop, document, and continuously improve customer care processes and standard operating procedures (SOPs)
• 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 CRM () 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

• 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

• 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

• 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.