Customer Care Manager

We are a dynamic, inclusive, and fun team with a passion for excellence in the packaging industry. We have a supportive and collaborative environment where your ideas and creativity are valued, and innovation and continuous improvement thrive. You will be empowered and encouraged to achieve your full potential. The company also values the well-being of our team members, embracing flexibility to accommodate personal needs and maintain a healthy lifestyle. At Saxco, community matters because it unites us gives us purpose, and provides an opportunity to drive change. Through involvement and contribution, we are committed to supporting, serving, strengthening, and sustaining the communities where we live and work.

Come join this exceptional team and build a meaningful and rewarding career!

Additional information about Saxco International, LLC can be found at https://www.saxco.com/why-saxco/community-matters/

What is a Customer Care Manager?

As a Customer Care Success Manager, you are primarily responsible for building and developing a team dynamic that will provide a superior service experience for our customers both externally and as a support function to our sales teams internally. You will be the voice of leadership to your team and work closely with the Sr. Manager of Customer Care to define and provide a data-driven approach to efficiency and effectiveness in our internal processes, communications, and expectations.

You will work closely with the business to develop your team, monitor their progress and needs, and develop their skills to support the customer service strategy. You, through your team, will influence the strategic position of the organization by providing the voice of the customer in product and feature discussions and have a focus on continuous improvement in the customer experience and the internal processes of Saxco.

What you'll do?

• Drive Customer Satisfaction
  • Monitor programs and procedures to ensure on-time delivery and customer satisfaction.

• Execute/update procedures and standards to ensure efficient operation of the team.
  • Develop, monitor, and track operational performance metrics to better identify, measure, and improve opportunities in processes, tools, and training.
• Ideate, plan, and implement initiatives to optimize customer support operations and enhance productivity with collaboration from peers and Sr Mgr.
• Adhere to and exceed customer satisfaction targets.
• Ensure programmatic processes and procedures are in place to support your team’s workload and output.
• Talent Management & Development

• Structure and execute training for identified team members
• Own team performance metrics through frequent check-ins and coaching with direct reports.
• Conduct training sessions to drive data analytics within the team
• Manage & develop talent through S.M.A.R.T goals

• Escalation & Cross-Functional Support
  • Serve as an escalation point for challenging customer situations by engaging directly with customers and leadership.
    • Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the customer experience and to enable the growth of team members.
    • Partners with the sales team on total customer satisfaction.
• Continuous Improvement
  • Identify and size improvement projects within the department and organization.
  • Work closely with the leadership to help shape and implement our overall customer experience strategy.
  • Be a key participant as well as lead company and department Continuous Improvement projects.

Skills and Characteristics of a Manager:

• Demonstrate ability to define, plan, deliver, and measure products with a large scope and complexity with enjoyment for understanding root-cause analysis.

• Ability to lead in an environment of uncertainty, ambiguity, and complexity with diverse partners.

• The ability to balance multiple types of data with solid intuition.

• Excellent problem-solving skills, with a track record of identifying issues, solving them quickly, and knowing when to escalate for assistance.
• Professional, clear, and concise verbal, presentation, and written communication skills, including executive communications.

• Possesses a winning attitude, a player with a strong sense of ethics, honesty, integrity, and commitment to excellence and company values.
• Strong conflict resolution and mediation skills.
• A motivated, self-driven, high-performing individual who can collaborate efficiently at all levels of partnership both internally and externally.

• Undeniable work ethic and personal commitment to deadlines and company success.
• Excellent interpersonal skills, including a strong but flexible, empathetic personality, and proven success in developing relationships with new and existing customers, both internally and externally.
• Open to new challenges and able to quickly adapt to new situations and effectively integrate new information.
• Confident; possessing innate intelligence; capable of consistently thinking “outside the box” while maintaining sound business judgment.
• Balanced individual, both personally and professionally, with an ability to develop and grow professional relationships at all levels of an organization, as well as with customers.

Minimum Skills/Experience:

• Minimum 3 years experience in a supervisory or previous management role
• Minimum 3 years experience in a Customer Service Team member role.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Employee training and development experience.
• Experience working with, engaging, and influencing multiple cross-functional teams.
• Proficient with order management systems development and implementation.

Our employee-partners enjoy:

• Competitive Pay 401(k)/Profit Sharing
• Medical, Dental and Vision Insurance Package
• Disability and Life Insurance Package
• Paid Time Off and Holidays