Customer Care Manager

Job Description VICTAULIC Customer Care Manager Carol Stream, IL Full-Time Customer Care

Victaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.

Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries.

Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures.

At Victaulic, we're committed to constructing a better world for and with our people. Let's Build a Better World Together. Our commitment to our people is built on four pillars:

• We build from within.
• We stand behind our people.
• We foster an environment for constant learning.
• We engineer change for a more stable and sustainable world.

We're looking for a Customer Care Manager to lead a team of Customer Care Representatives and Order Entry Specialists who communicate with customers via phone and email, enter orders, and assist with stock checks, pricing requests, and general inquiries. You'll oversee your team's use of our Epicor system and web-based applications, ensuring accurate and timely order processing, and partner closely with our outside sales team and with supply chain and distribution partners to resolve escalations.

This role calls for coaching and developing a team to perform in a fast-paced, demanding environment.

• Lead, coach, and develop a team of Customer Service & Order Entry Specialists, including hiring, onboarding, performance management, and ongoing skill development.
• Oversee daily order processing on web-based Epicor systems, ensuring accuracy, timeliness, and adherence to service standards.
• Serve as the escalation point for complex customer inquiries, pricing issues, and stock/sourcing problems that require additional authority or cross-departmental coordination.
• Monitor team performance against service-level metrics (response time, order accuracy, customer satisfaction) and put improvement plans in place as needed.
• Partner with the outside sales team and with supply chain and distribution partners to resolve sourcing challenges and align on customer priorities.
• Identify and drive process improvements across order entry and customer service workflows to increase efficiency and reduce errors.
• Manage team schedules and staffing levels to ensure adequate coverage, including during peak periods.
• Collaborate with internal departments to resolve systemic customer issues and improve cross-functional processes.
• Provide regular reporting to leadership on team performance, customer trends, and operational challenges.

• 5-7+ years of experience in customer relations or order entry, including at least 1-2 years in a…