Customer Care Manager

Summary: To support and direct the Customer Service Representatives in North America, including teams in Holland, MI and Monterrey, Mexico. This role supports the UC philosophy focused on facilitating organizational growth, continually improving quality, and driving a world‑class safety environment.

• Work closely with the DOS to set vision and mission for the CSR group.
• Monitor and minimize finished good inventory monthly.
• Coach the CSR team to provide outstanding professional customer service.
• Lead, train, direct, and advise customer service personnel.
• Conduct annual performance reviews per company guidelines.
• Lead customer service team meetings to ensure customer expectations are being met.
• Satisfy various pricing, scheduling and other customer inquiries regarding projects.
• Address customer complaints.
• Conduct or coordinate customer visits with sales team members.
• Ensure timely customer reports, surveys, and production delivery date information.
• Interview and select customer service team members.
• Perform duties of a Customer Service Representative to cover during vacations.
• Responsible for accurate data entry of price adjustments on customer contracts.
• Participate on special teams or committees as required.
• Perform research for sales team as requested; create reports.
• Write and/or revise work instructions and procedures as needed.
• Research price discrepancies and late shipments to determine root cause.
• Facilitate move‑ups and move‑outs.
• Write and/or approve computer and cell phone system modification requests.
• Evaluate department workload and make revisions as required.
• Define new processes and procedures as required.
• Create new or revise existing forms as required.
• Assist CSRs in notifying the sales team when ship dates and jobs are moved due to follow‑up information or resin delays.
• Follow UC Quality System‑approved work instructions and procedures and help improve these as needed.
• Responsible for successful facilitation of all company safety policies and procedures.
• Complete monthly Safety Observations and attend UC Connect Meetings.

• Strong written and verbal communication skills.
• Excellent customer focus and ability to build solid customer relationships.
• Ability to help provide and support a vision and direction.
• Ability to develop and motivate a team.
• Strong organizational skills.
• Proven leadership experience.
• 5 years of Customer Service management experience.

Domestic and International travel required as needed.

Bachelor’s Degree in Business or related field.

• Mid‑Senior level

• Full‑time

• Other
• Construction, Software Development, and IT Services and IT Consulting

Location:

Holland, MI

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