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CUSTOMER CARE MANAGER

Position Overview:The Customer Care Manager is responsible for overseeing daily processing of orders, management of the team, escalated issues, and problem solving of department issues. The Customer Care Manager will have 5+ years of previous management experience, is familiar with using an ERP system, implementing KPIs, and analyzing department metrics for overall efficiencies.

Responsibilities of the Customer Care Manager:

  • Directly manages mid-sized customer service team
  • Inbound, outbound and escalated call management
  • Distributes work schedules and assigns open orders per business needs and service level agreements
  • Ensures timely and efficient order processing; EDI, fax and email orders
  • Observes and evaluates performance of Customer Care Representatives
  • Interprets and communicates work procedures and company policies to staff
  • Provides training for new Customer Care Representatives
  • Assesses training and reference materials to reflect current processes on an ongoing basis
  • Oversees team meetings and daily communications
  • Ensures smooth transition of product launches as pertains to all aspects of customer service
  • Partners proactively with team members, internal and external partners regarding orders and product availability
  • Ensures timely closing of all orders
  • Oversees the processing of all customer claims: damages, shortages or overages.
  • Reviews and approves claims for processing, approving dollar amounts up to the manager threshold, as defined by company policy.
  • Provides information to Credit and other internal partners, as needed
  • Compiles order and phone metrics
  • Performs support functions and other duties and responsibilities as assigned

Qualifications for the Customer Care Manager:

  • Commitment to providing excellent customer service
  • 5+ years of Customer Care experience
  • Experience working with an ERP software system
  • Experience managing employee metrics and reporting
  • Strong knowledge of all customer service operations; order processing, invoicing, claim processing, call management and administration
  • Must have solid data entry skills
  • Excellent communication skills (verbal and written) and the ability to interact with all levels within a professional corporate environment
  • Working knowledge of Excel and basic accounting skills
  • Professional phone manner essential
  • Strong attention to detail
  • Excellent written and verbal communication skills
  • Ability to prioritize and manage multiple responsibilities

Education Requirements:

  • Bachelor s Degree

Benefits:Medical, Dental, Vision, 401k and other office perks



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