Customer Care Manager - Saunders

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism — and we treat our employees like the valuable assets they are.

Saunders, the Conversion Division of R.S. Hughes, has been proudly serving our customers since 1959 with an exceptional level of personalized customer care that just can’t be beat. We specialize in providing our customers with solutions that are tailored to each of their specific needs. Thanks to our innovative and diversified manufacturing team, we can provide die-cutting, laminating, slitting, packaging, assembly, and other manufacturing solutions to our customers at highly competitive industry rates.

We understand that the needs of our customers are constantly evolving. As demands from our customers grew, we knew we needed to evolve ourselves. So, we partnered with R.S. Hughes which has enabled us to better serve each and every one of our customers. Thanks to this partnership, we can provide our customers with more options for custom-cut materials, furthering our solution finding capabilities. In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the Saunders/ R.S. Hughes Company, Inc. team!

Job Summary

The Customer Care Manager (CCM) is responsible for delivering customer satisfaction by developing and supporting customer care teams and fostering relationships of cross functional stakeholders. CCM’s drive process improvements, manage change initiatives, ensure frequent departmental communication, intervene as needed with customer issues and problem solving. Additionally, they ensure the team has the training, tools and proper staffing selections to be successful. Our people are our biggest assets and therefore the CCM will closely manage performance and customer (both internal and external) interactions, while providing continuous coaching and development to their team.  This role is expected to adhere to all company policies and safety protocols.

Core Responsibilities Performed by a Successful Customer Care Manager

• Responsible for the entirety of the Saunders customer experience.
• Responsible for monitoring reports and processes to ensure customer data and order management hygiene is in place.
• Identifies and implements process efficiency improvements in all order management channels.
• Responsible for developing a team to successfully provide service to our customers by ensuring workload and performance is properly monitored and managed.
• Manages the performance and development of the Saunders Customer Care Team. Develops and sets clear performance metrics/ objectives in line with organization standards, and develops/ implements training training plans to ensure requirements are met.
• Actively collaborates and communicates with cross functional departments to continually improve customer satisfaction.
• Proactively assists in enhancing the service and experience for our customers, implements action plans and escalation procedures to address performance shortfalls and deliver sustained improvements.
• Communicate effectively with team and stakeholders to provide feedback, resolve problems and drive solutions.
• Assist with on-time delivery of department initiatives such as but not limited to: Account Classification / Decoupling of purchasing functions and development of standardized processes & training.
• Manages service issues by clarifying customer complaints/on-time ship issues and determining root causes, identifying solutions and escalating appropriately. Works with Quality Assurance to establish root cause analysis and communicate efficiently to the senior management team.
• Maintains up-to-date knowledge of products, customers, processes, systems and suppliers.
• Participates in external customer meetings and site visits to represent Saunders’ commitment to service, as required.
• Remains fully flexible to meet business requirements and demands.
• Set a positive example during challenging times.
• Other job duties as assigned.

Basic Qualifications

• Bachelor’s degree in business or related discipline and 6+ years of B2B customer service experience, with minimum of 3 years coaching, leadership, and management experience with customer care teams.
• Order to Invoice experience and strong ERP knowledge required.