Customer Care Manager

Overview

The Customer Care Manager is responsible for leading and optimizing all processes related to order management and customer communications. This role oversees a team of U.S.

-based Customer Service Representatives to ensure business is transacted effectively, consistently, and in a manner that makes our customers’ lives easier.

The Customer Care Manager is accountable for customer satisfaction metrics while balancing company objectives to achieve optimal operational and financial results. This position requires a strong leader with exceptional communication, coaching, and problem-solving skills who can motivate the care team while managing the dynamic challenges that arise in a fast-paced environment.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Leads, manages, and supports team of customer service representatives located around the U.S.
• Designs and deploys training and onboarding programs for new hires.
• Responsible for processes related to customer service, including but not limited to order entry, order acknowledgements, change orders, expediting, line-downs, requests for information, RMA initiation, escalation of issues and metrics.
• Creates reports shared with the Global Vice President, Sales & Marketing and Leadership Team.
• Supports launch of Hub Spot CRM, working with internal sponsors.
• Plays a key role in optimizing workflows and connections to order fulfilment processes in cooperation with internal stakeholders, including the company’s Director of Business Processes.
• Ensures OEM and aftermarket customer ordering requirements are satisfied, including the use of portals.
• Manages customer onboarding initiative for B2B portal set-up, deployment of terms & conditions (via appropriate documents). Also, overseas deployment of the Partner Portal for rental companies.
• Responsible for deploying customer satisfaction and loyalty surveys, communicating results to stakeholders and plant personnel, maintaining metrics, and implementing corrective actions.
• Organizes activities for team building; conducts performance reviews with a focus on career development.
• Serves as a member of Sales Leadership Team for dialog and continuous improvements.
• Other duties can be assigned based on company needs and employee capabilities.
• Problem Solving/Analytical Skills
• Ethical Conduct
• Detail Oriented
• Persistent
• Customer Service

• Excellent communications ability, verbal and written interacting with customers, internal stakeholders, and the customer service team
• Excellent organizational and time management skills
• Ability to lead, motivate and support team, with coaching skills that support positive development.
• Proficient in Microsoft Office Suite or similar software.
• Analytical skills
• Commitment, energy, and enthusiasm for role are must-haves, with the requirement to be proactive whether communicating bad news or good with a focus on timely resolution.

This position has full responsibility over the Customer Care team. This role will supervise, provide input for new hires, and oversee the entire performance process of the team.

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. At times, employee might be exposed to manufacturing environment, including forklift traffic, fumes, noise, and operating manufacturing equipment.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

This is a full-time position. Days and hours of work are Monday through Friday, 8:00AM to 5:00PM. To meet our customer demands and internal objectives, at times this role will be required to work outside of the normal schedule, including weekends.

No overnight travel is expected for this position. There may be occasional local day travel or overnight travel as it relates to training activities or support of assigned plants/locations.

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