Customer Care Manager Jobs

JOB SUMMARY:

The Customer Care Manager is responsible for overseeing the daily operations of the customer care department. The Customer Care Manager will manage and assist in the process of receiving, investigating and responding to customer questions or complaints regarding shipments or products. The Customer Care Manager is responsible for ensuring a high level of customer satisfaction at all times. The Customer Care Manager will need to have a strong attention to detail and proven experience managing a large team.

EDUCATION:

Required: High school diploma or GED; or equivalent combination of education, training, and experience.

Preferred: An Associate Degree in Business or related field preferred; or equivalent combination of education, training, and experience.

EXPERIENCE:

Required: 4-6 years of previous managerial experience in order processing and administration, preferably in a customer service environment

Preferred: 5-7 years of managerial customer service experience, supporting a manufacturing organization

POSITION REQUIREMENT(S): Specialized Skills/License/Certification

Required: Must possess strong customer service focus, critical thinking, persuasion, social and interpersonal skills, and active listening skills. Ability to address concerns and communicate clearly and efficiently. Ability to excel in a fast paced environment and meet time-sensitive deadlines. Ability to convey a positive, customer- friendly disposition.

Preferred: Prior experience in FreshDesk or Sage X3.

CORE COMPETENCIES (Essential Job Functions)

• Work closely with accounts receivable to see that customer accounts are kept current.
• Conduct training with customer care personnel.
• Supervise the daily operations of a customer care department, managing both onsite and remote associates.
• Cross-train with team members to develop the capability to act as a backup for team members when absent.
• Inform customers of order information, such as unit prices, shipping dates, and any anticipated delays.
• Maintain core relationships with internal and external customers.
• Prepare and maintain various reports.
• Completes special projects upon requests, and other duties may be assigned.
• Provide customer service support when necessary - assist in receiving and processing incoming orders from both Sales team members and directly from the customer. Insert customer and account data by inputting text based and numerical information from source documents within time limits.
• Liaise with other internal departments to ensure customer-related requests are fulfilled.
• Communicate customer service objectives to Customer Care Coordinators, compiling data to make assessments of their department’s progress, and coordinating with senior leadership to identify opportunities to enhance their team’s objectives among employees.
• Communication directly with customers in regards to shipments and deliveries.