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 drive continuous improvement.

• 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 the Customer Care organization.
• Stay ahead of developments in customer service, working with senior management to create new strategies and implement them within the department to improve service quality.
• Partner with IT and business teams on system enhancements and integrations.
• Develop, document, and continuously improve customer care processes and standard operating procedures.
• 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  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 relationship management.
• 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 and 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.
• Customer‑first mindset.
• Data‑driven decision‑making.
• Strong communication and cross‑functional collaboration.
• Leadership, coaching, and conflict resolution.

Equal Opportunity Employer. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.