Customer Care Manager

The Customer Care Manager is responsible for leading and optimizing the day-to-day operations of the customer care function, including Inside Sales and Customer Service.

This role ensures consistent, high-quality customer experiences by managing people, processes, systems, and performance metrics. The manager partners cross-functionally with Sales, Supply Chain, Quality, IT, and Finance to resolve issues, improve efficiency, and

What You’ll Do

• Oversee teams supporting inside sales, account management, quotes, and order processing
• Oversee daily customer care operations, ensuring service levels, response times, and resolution targets are met
• Create and administer a CSAT survey to gauge customer satisfaction with Customer Care organization.
• Keeping ahead of developments in customer service, working with senior management to create new strategies and implement these new strategies within the department to improve the quality of service.
• Partner with IT and business teams on system enhancements and integrations.
• Develop, document, and continuously improve customer care processes and standard operating procedures (SOPs)
• Identify operational bottlenecks and implement scalable solutions to improve efficiency, accuracy, on-time delivery, and customer satisfaction.
• Ensure effective use of ERP systems (e.g., SAP, Oracle) and CRM tools
• Support CRM implementation and optimization of CRM () and data quality standards
• Lead continuous improvement initiatives to reduce errors, rework, and cost-to-serve
• Establish and maintain SOPs for order management, returns, credits, and claims
• Lead, coach, and develop Inside Sales and Customer Service representatives
• Coach teams on consultative communication and customer relationships
• Set clear performance expectations and conduct regular coaching and performance reviews
• Foster a customer-centric, accountable, and collaborative team culture
• Support hiring, onboarding, and training initiatives

• Act as an escalation point for complex or high-impact customer issues
• Analyze customer feedback, complaints, and trends to drive corrective actions
• Partner with internal & external stakeholders to resolve root causes and prevent recurring issues
• Champion customer advocacy across the organization
• Define and track KPIs
• Use data to drive continuous improvement and strategic decision-making
• Support customer care transformation initiatives, including automation and system enhancements

• Oversee customer care systems (CRM, ERP, knowledge base)
• Ensure data integrity, reporting accuracy, and effective system usage
• Partner with IT and business teams on system enhancements and integrations

• Bachelor’s degree in business, Operations, or a related field (or equivalent experience)
• Strong understanding of customer service metrics, ERP (SAP, Oracle) workflows, and best practices
• Ability to lead teams and manage change
• Work cross-functionally with procurement, supply chain, operations, sales, and finance to improve efficiency, accuracy, and overall customer experience.

• Experience in B2B, manufacturing, distribution, or technical customer support environments
• Experience with CRM and ERP platforms (e.g., Salesforce, Zendesk, SAP, Oracle)
• Lean, Six Sigma, or continuous improvement experience
• Operational excellence and process improvement
• Strong communication and cross-functional collaboration
• Leadership, coaching, and conflict resolution