Demo

Customer Care Manager

Confidential Careers
Fort Wayne, IN Full Time
POSTED ON 3/14/2025
AVAILABLE BEFORE 4/12/2025

Position Summary:

The Customer Care Manager oversees the daily supervision and strategic development of the Customer Care team. This role requires a customer-focused, self-motivated leader with a passion for delivering exceptional customer care and resolving issues effectively. As the “voice of the customer” within the company, the manager works closely with cross-functional departments to champion and drive continuous improvement in customer service.


Primary Duties and Responsibilities:

  • Lead and oversee the Customer Care team, including training, coaching, and performance evaluations, while fostering a positive and collaborative team environment.
  • Manage customer accounts and inquiries for North America, ensuring timely and accurate processing of orders, quotations, and confirmations.
  • Develop and implement customer-focused strategies to improve satisfaction, resolve issues efficiently, and drive process improvements.
  • Collaborate with internal teams, including Operations, Sales, and Quality, to align solutions with customer needs and business goals.
  • Monitor customer care performance through key metrics (e.g., response times, order accuracy, sales targets) and implement continuous improvements.
  • Oversee the resolution of customer complaints in partnership with the Quality department.
  • Prepare and maintain sales forecasts, reports, and action plans to support business objectives.
  • Promote a customer-first mindset and ensure the team adheres to quality and safety standards.
  • Analyze customer feedback and service metrics to identify patterns, measure team performance, and implement data-driven strategies for enhanced customer satisfaction.
  • Partner with internal teams to facilitate smooth customer onboarding for new product launches, ensuring alignment with production timelines and customer expectations.
  • Act as the key liaison between customers and internal departments to ensure seamless coordination and execution of projects, with a focus on continuous improvement of service delivery.
  • Create and maintain an escalation process for resolving high-priority customer issues promptly while minimizing operational disruptions.


Key Working Relationships:

Plant Leadership, Customer Care Team members, Supply Chain/Purchasing, Finance, Warehouse and Quality, Sales.


Qualifications and Skills:

  • Bachelor's degree in business management or a related discipline.
  • Minimum of 5 years of experience in customer service management, preferably in a manufacturing environment.
  • Strong leadership skills with the ability to inspire and manage teams effectively.
  • Excellent problem-solving, organizational, and communication skills.
  • Customer-focused mindset with a track record of driving satisfaction and continuous improvement.
  • Proficiency in data analysis, reporting, and forecasting.
  • Attention to detail, adaptability, and initiative.
  • Ability to collaborate across all levels of the organization and manage multiple priorities effectively.


Key Performance Indicators:

  • 100% of Performance Reviews are completed for the team each year.
  • 100% fulfillment of Customer Care KPI’s.
  • Order Entry
  • Response time to Customer requests
  • Achieve Sales Target
  • Speed of creating quotations and sending out samples.
  • Retention of Account base.
  • Net Promotor Score (NPS)
  • Quality on all orders processed.

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