Customer Care Manager

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BIC

Hybrid

Description:

JoinBIC World, acommunity of brands dedicated to creating ingeniously simple and joyful products that have been part of hearts and homes for over 75 years. We are committed togrowing our iconic and innovative brands by reimagining everyday essentials in new, sustainable, and responsible ways.

Our culture encourages a "roll up your sleeves and get the job done" mindset, ensuring self-starters, problem solvers, and innovative thinkers can truly thrive. At BIC World, you are empowered to take ownership of your career and use your unique perspective to make a meaningful, global impact on our mission.

The Customer Care Manager is a critical leader within BIC's US Customer Service organization, responsible for delivering an exceptional customer experience while ensuring operational excellence across approximately $900M in order management
. This role leads a team of Customer Care professionals and is accountable for accurate and timely order processing, high OTIF performance, effective issue resolution, and strong partnerships across Sales, Supply Chain, Finance, Marketing, IT, and other functions.

As BIC continues its Customer Service transformation and Transformation Journey to Excellence, this role plays a key part in translating the broader strategy into action. The Customer Care Manager will help implement new ways of working, use customer and employee feedback to identify opportunities for improvement, strengthen service-level performance, and embed sustainable process changes across the Customer Care organization.

This is an opportunity for an experienced customer service and supply chain leader to balance day-to-day operational excellence with continuous improvement, change management, talent development, and customer advocacy.

• Support the ongoing transformation of Customer Care by implementing new ways of working, processes, and tools that improve customer experience and overall supply chain performance.
• Translate customer and employee feedback, survey results, and operational insights into actionable improvement plans.
• Implement and monitor improvements to Customer Service SLAs, OTIF performance, and processes designed to reduce non-compliance charges, deductions, and penalties.
• Partner with the Senior Manager, Customer Service – US, and cross-functional leaders to support the execution of BIC's broader three-year growth and supply chain strategy.
• Lead change management within the Customer Care team, ensuring new processes and expectations are understood, adopted, and sustained.

• Lead, coach, and develop a team of Customer Care professionals, fostering a culture of accountability, empowerment, collaboration, and continuous improvement.
• Establish consistent training and cross-training practices to strengthen team capabilities, business continuity, and customer responsiveness.
• Coach team members on effective communication, problem-solving, customer interactions, and conflict resolution.
• Build a high-performing team that is empowered to make decisions and proactively resolve customer and operational issues.
• Support talent development, performance management, and succession planning within the Customer Care organization.

• Oversee approximately $900M in order management
  , ensuring orders are processed accurately, efficiently, and in a timely manner.
• Ensure base and exception pricing for BIC products is accurately maintained within JDE and appropriately aligned with Sales and Marketing approvals.
• Monitor order processing performance and identify opportunities to improve accuracy, speed, system utilization, and service levels.
• Partner with Supply Chain to manage product allocations, key product setup, and other factors impacting order fulfillment.
• Resolve pricing discrepancies and related issues with Finance, Credit, and Claims teams within established service cycles.
• Ensure effective utilization of JDE, EDI, BI, WMS, and other relevant systems to support operational…