Manager Customer Care

THIS CAN BE A HYBRID WORK SETTING WITH A LEAST 3 DAYS IN OFFICE IN EITHER OUR NOCROSS, GA OFFICE OR DULUTH, GA OFFICE.  

Job Summary:

The basic function of the position is to oversee Distribution and lead a team of Customer Care Representatives (CCRs) responsible for processing and entering customer orders, providing order status updates, and resolving customer issues in a timely manner so that we are able to deliver an exceptional experience to our valued customers. The Customer Care Manager is also responsible for supporting the efforts of the outside sales team, promoting account management, and creating an inside sales culture within the Customer Care organization. This individual provides general day-to-day direction to team members and serves as a go-to resource for issue resolution after escalation.

Additionally, the Customer Care Manager will be responsible for driving process improvements and collaborating with internal resources in order to drive continuous improvement efforts across the Customer Care organization and the company, as a while.

Finally, the Customer Care Manager is responsible for handling all HR-related matters for his or her team members (including hiring, performance management, workload distribution, personnel issues, etc.).

 

Essential Functions:

• Provides general day-to-day direction to the team of CCRs across assigned business functions.
• Assists in distributing workload and ensuring that work is balanced among team members.
• Engages with team members to assist in driving resolution to issues that arise throughout the course of the day.
• Serves as an escalation point of contact for customers (i.e., complaints, pending issues, etc.).
• Provides training support and guidance to team members.
• Works with Human Resources with HR-related activities for the team (hiring,  performance management process and time management, etc.).
• Plays a lead role in the development of processes/procedures that support the Customer Care vision, mission, and values.
• Participates in staff meetings, 1-on-1s, planning sessions, and other critical meetings both locally and across the broader organization and company.
• Drives a culture of Customer Excellence through communication, collaboration, and teamwork.
• Compiles and reviews reporting/metrics on a predetermined basis in order to ensure that key organizational metrics are being met (i.e., order quality, productivity, etc.).
• Partners and collaborates with sales leadership in order to develop and support the overall business market strategy (specifically with respect to top-line sales growth).
• Instills a proactive, account-management culture so as to achieve customer retention goals/objectives.
• Performs any other job related duties that the senior leader of the Customer Care function may assign.
• Ability to travel to plant locations to hire, train and develop SOPs for team. Approximately 10% travel required or as needed.