Customer Care Manager

Job Summary
We are seeking a dedicated and experienced Customer Care Manager to lead our customer service team. The ideal candidate will be responsible for ensuring exceptional service delivery, managing customer inquiries, and enhancing overall customer satisfaction. This role requires strong leadership skills, the ability to communicate effectively, and a passion for providing outstanding customer experiences.

• Manages a team of Customer Care supervisors ensuring they comply with company guidelines particularly related to quality of service
• Ensures that supervisors and representatives are informed about changes to company products and services
• Prepares monthly reports summarizing customer care performance
• Identifies opportunities to update or improve customer care and makes recommendations to leadership
• Conducts performance evaluations that are timely and constructive
• Handles discipline and termination of supervisors and customer care representatives as needed and in accordance with company policy
• Works cross functionally with other MRP departments to provide excellent customer service
• Responds to escalated issues to facilitate solutions
• Overseeing all aspects of MRP’s Customer Care team.
• Leading and developing the CC team
• Positive customer interactions as seen in timely and accurate communication
• Oversee daily workflow
• Development of departmental operational requirements, process, and technology
• Deliver key service objectives for internal & external customers
• Develop metrics and performance indicators
• Ensure policies, guidelines, & practices are understood and followed by supervisors and cc representatives
• Oversee departmental quality review process
• Facilitating communication and fostering a positive work environment to maintain high employee morale and motivation.

POSITION REQUIREMENTS:

• Bachelors degree preferred

• At least three years of customer service supervisor or training experience required

• Experience in a manufacturing environment beneficial

• Proficiency using computers, Microsoft Office, ERP systems and Sales Force

• Demonstrated ability to coach and mentor team members

• Strong critical thinking and problem-solving skills with a focus on continuous improvement

• Excellent communication, organization and time management skills

• Strong aptitude to serve customer needs and ability to work with outside/inside sales reps

• Ability to resolve employee and customer complaints and issues while maintaining a professional and calm demeanor

• Ability to prioritize and work in a fast-paced environment

• Detail orientated with a high focus on accuracy

• Self-motivated, self-disciplined and self-directed

• Proven team player and a sharp focus on customer service and satisfaction

• A high level of trustworthiness and the ability to achieve integrity on all levels

• Maintain a professional, polite and courteous approach working in a team environment

• Positive attitude and strong work ethic

Abides by our core values:

• Safety - Everything we do is driven by safety excellence; our employee safety is paramount

• Integrity – We are respectful, ethical and authentic in all our actions:

• People First – We welcome, collaborate with and support others by being proactive, approachable and agile

• Accountability – We keep commitments we make to one another and continually challenges ourselves by achieving ambitious goals without compromising quality

• Friendly – We are kind, encourage positivity and make time to connect and laugh

Food Safety Responsibilities:

• Monitor and verify activities to ensure that finished goods and raw materials coming in and out of the facility meet food safety standards in addition to quality standards.

• Comply with all company food safety and quality assurance procedures and data documented correctly at all times.

• Report any product or process failures that could impact food safety of manufactured product to Quality.

Physical Requirements:

This job operates primarily in an office setting. While performing the duties, the employee will be required to sit and/or stand, talk or hear, both in person and by telephone; use hands, fingers and arms feel objects or controls, reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. May be required to stoop, kneel, bend, crouch and lift up to 25 pounds. May need to walk varying distances and climb stairs.

About Us:

MRP Solutions is a leading provider of high-quality, injection molded closures, jars and recyclable packaging components used every day by millions of consumers around the globe. But we offer more than just plastic caps and lids – we deliver fast, flexible and reliable packaging solutions. MRP Solutions combines extensive packaging expertise with a consultative approach to reliably uncover customer needs. By understanding your business goals, we can tailor smarter, safer, and more flexible packaging solutions that reduce cost and increase speed to market, helping your businesses capitalize on opportunity. MRP Solutions combines extensive packaging expertise with a consultative approach to reliably uncover customer needs. By understanding your business goals, we can tailor smarter, safer, and more flexible packaging solutions that reduce cost and increase speed to market, helping your businesses capitalize on opportunity.

We are passionate about partnering with distributors and manufacturers who understand that plastic caps and lids are a small but important part of how people experience their brands. Together, we deliver packaging with purpose.

MRP Solutions is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, color, religion, sex (including sexual orientation, gender identity or expression, transgender status), national origin, age, disability, medical condition, marital or protected veteran status or any other basis or characteristic prohibited by applicable federal, state, or local law. Consistent with the obligations of state and federal law, MRP Solutions will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.

Join our team as a Customer Care Manager and contribute to creating an exceptional experience for our customers while leading a dedicated team!

Job Type: Full-time

Pay: $66,218.00 - $85,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $66,218 - $85,000