Description

WORK FOR A 6-YEAR WEST MICHIGAN'S BEST AND BRIGHTEST COMPANIES TO WORK FOR® WINNER!

Are we a match?

From day one, employees are made to feel valued as part of the ITC team. With respect for diverse perspectives, experiences, and talent, we’re proud to both develop from within and welcome newcomers, creating a dynamic group of individuals who expand our viewpoints. We encourage growth and value input from every team member. Entrepreneurial spirit thrives here, bringing innovations and unmatched energy to all we do. Together, we’re greater than the sum of our parts. 

Is this you?

• Would you embrace the opportunity to be a customer champion, advocating for customer-centric policies and collaborating cross-functionally to ensure the voice of the customer is heard?
• Do you thrive on developing and empowering high-performing teams?
• Can you leverage your expertise to interpret customer data, metrics, and KPIs for optimizing processes and delivering unparalleled service levels?
• Do you have experience using the tools available within customer service technologies (Syteline is a plus!) and an interest in exploring AI systems to streamline operations?
• Are you able to work onsite at our Hudsonville, Michigan location a minimum of three days per week after your introductory period? The first six months will be fully onsite. This is a requirement.

You’re still looking at the posting…great! Let’s dive into some perks that ITC provides (they’re pretty great if we do say so ourselves!) and then explore the nitty gritty.

DISCOVER A CAREER YOU LOVE

Benefits

We offer generous paid time off, holidays, competitive health insurance, dental insurance, life insurance, a 100% vested 401k with match, short term disability, education reimbursement, performance incentive program, LinkedIn Learning, the Calm app, employer sponsored community involvement opportunities, company events, ITC Well-Being program, employee assistance program, birth/adoption leave, ITC pontoon and RV rental, and voluntary benefit programs including vision, long term disability, and additional life insurance.

Looking to learn, grow and advance in your career? At ITC, each employee gets 12 hours annually of paid job enhancement training completed during the work day.

Flexibility

We understand family commitments may lead to work interruptions. At ITC, you’ll have the flexibility to take care of important family matters. Plus, we offer hybrid work opportunities for our office team, making it easy to find the work-life balance you’re looking for.

Amazing Culture

Our team loves working hard and having fun! With frequent small events and company wide gatherings, we understand the importance of relaxation and team building. We’re big on respect, and we ensure a workplace free of any discrimination or exclusion.

ITC also teaches and uses the 5 Languages of Appreciation so we can recognize people the way that works best for them. We often hear it’s our culture that keeps people here. It’s kind of a big deal!

ABOUT THE JOB

SUMMARY

As the Customer Care Manager, you will be responsible for leading and managing our customer care department to ensure the highest levels of customer satisfaction. You will play a crucial role in continuous improvement, development, and implementation of customer service strategies, policies, and procedures to enhance the overall customer experience.

*This hybrid position works onsite in our Hudsonville location a minimum of at least three days per week. The first six months will be fully onsite.

CORE DUTIES

• Lead and manage the customer care team, while motivating the customer care team to achieve performance goals.
• Foster a customer-centric culture within the department and the company as a whole.
• Advocate for policies, procedures and practices that enhance the customers’ experience.
• Help to identify and implement continuous improvement initiatives to enhance customer satisfaction. Streamline processes and improve efficiency of the customer care team.
• Oversee day-to-day operations of the customer care department, ensuring efficient and effective service delivery.
• Participate in the development and drive execution of OKRs (objectives and key results) to measure and improve customer service performance.
• Establish and maintain strong relationships with key customers’ purchasing representatives.
• Act as a point of escalation for complex customer issues and ensure timely resolution.
• Collaborate with other departments, such as sales, marketing, and engineering to address customer needs and improve overall customer experience.
• Stay abreast of best practices to enhance the customer care function.
• Other specific tasks and duties as assigned.

ABOUT ITC

ITC is a rapidly growing, family-owned business with a friendly, energized, and team-oriented work environment. By focusing on talented people, advanced manufacturing, and superior engineering, ITC has become a leader across our industries, creating thousands of products for customers who demand impeccable performance.

With a broad range of customers spanning the marine, RV, automotive, architectural, specialty vehicle, and workplace furniture industries, we’re experts in:

• RBG(W) lighting and control
• DC Power & Charging Solutions
• Vehicle Components & Accessories
• Global Manufacturing & Distribution
• Design & Engineering

Entrepreneurial spirit thrives here, bringing innovations and unmatched energy to all we do. From design, to production, to product performance, our solutions are shaped by our specialized experience and unique team.

ITC is committed to providing employment opportunities to all qualified applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status. All employment decisions are based only on valid job requirements.

Want more info? Visit our website to apply today.

Requirements

JOB DESIRABLES AND REQUIREMENTS

• Minimum of 8 years of experience in a progressive customer care role and at least 3 years of management experience.
• Demonstrated high levels of customer satisfaction and the ability to identify, develop and implement customer service strategies.
• In-depth understanding of customer service best practices, strategies, and methodologies. Leading continuous improvement within the department.
• Knowledge of customer service technologies, AI, business intelligence, CRM systems, Microsoft Office, and other tools to enhance operational efficiency.
• Ability to interpret and analyze customer data and key performance indicators to drive informed decision-making.
• Excellent verbal and written communication skills to effectively convey information to both internal teams and customers.
• Strong leadership skills to motivate and manage a diverse customer care team effectively.
• Ability to identify and address complex customer issues and implement effective solutions, occasionally in challenging situations with dissatisfied customers. 
• Ability to collaborate with other departments such as sales, marketing, and engineering to meet customer needs.
• Skill implementing training programs to enhance the performance of customer care representatives.
• Flexibility to adapt to changing customer needs and industry trends.
• Capability to manage projects related to customer service enhancements, technology implementation, and process improvement.
• Knowledge of low voltage lighting and/or power supply is a plus.
• Infor Syteline Experience a plus.
• EDI experience and working in customer web portals is a plus.