Customer Care Manager

Customer Care Manager

Job Summary & Purpose:

This position is expected to manage the daily activities of the Customer Care Team as well as to develop the department in terms of efficiency, changing customer requirements and in line with the overall client strategy. Management of customer requirements as dictated by the industry as well as assuring prompt, courteous, and highest level of service to our customers and support for our outside sales teams. Manages, motivates, recruits and develops a team of Customer Care Specialists

Responsibilities:

• Manages Customer Care Personnel in order to allow for a high level of customer contact, for the purpose of customer satisfaction and sales growth

• Fosters strong collaboration to outside sales teams, for joint account responsibilities in managing day to day activities

• Challenges the status quo for continuous improvement and drives change by initiating and executing projects as needed – provides solutions to problems

• Outlines requirements for EDI interfaces and portal management as needed

• Establishes and implements training programs to provide knowledge of technical and application information of our products as well as insuring prompt, courteous, and efficient service (processes and procedures, IT systems)

• Establishes and implements internal policies and procedures to fulfil customer specific requirements and to insure efficient department operations, as well as coordination with other functions as necessary

• Responsible for customer scorecard collection and reporting. Look for and implement process improvements for repeat issues.

• Establishes metrics to determine performance to goals. Takes initiative if goals are not met and creates / executes counter measures as needed

• Assures that all customer complaints / problems are recorded, reported and resolved promptly

• Communicates daily with internal and external interfaces to maximize customer satisfaction and resolve problems

• Builds a strong and motivated Customer Care team which is open minded and capable for CIP (continuous improvement process)

• Works with the other departments (Logistics, Finance etc.) to ensure smooth daily operations with highest service levels to our customers

• Assures that all client policies and procedures are being followed and executed

• Comprehensive and fast information dissemination to staff on relevant corporate topics

• Recruits, mentors and develops Customer Care Specialists

Additional duties:

Projects or duties as assigned by Director of Sales

Qualifications:

1. Bachelor’s Degree plus five (5) years Customer Care experience plus leadership experience desired

1. Must have excellent communication skills to interact with both internal and external customers

1. Very good process understanding with high execution performance

1. Demonstrated ability to drive change and implement new processes and procedures

1. Proven track record of training, supervisory and process improvements

1. Ability to balance customer requirements vs. client corporate company goals

1. Good understanding of technology and different technical platforms (EDI, Customer portals etc.)

1. SAP experience needed

1. Must be able and willing to travel as required domestically / internationally up to 20%

1. Collaborative leadership style

1. Conflict resolution

Client is an Equal Employment Opportunity and Affirmative Action Employer, EEO/AA/m/f/vets/disabled