Customer Care Manager

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.