Customer Care Manager Job Tempe area,Arizona USA,Customer Service/HelpDesk

The Customer Care Manager is responsible for overseeing the daily operation of the Customer Care Team. In this role, you will provide world class customer service by leading and motivating the customer service team, monitoring metrics, and coordinating with other departments.

Primary responsibilities:

Work with customers to ensure an excellent sales process.
Develop, implement, and closely monitor SLA metrics
Coordinate efforts with key stakeholders, both internally and externally to solidify a seamless customer experience.
Manage process flows to include and collaborate with multi-stakeholder business units and identify efficiency gaps and proactively implement solutions to address them
Conduct quality review of order accuracy and external communications
Collect and analyze data related to escalated incidents and problems, identifying trends, patterns, and potential correlations
Work within multiple software systems to include Salesforce, SAP, MS Office, etc.
Perform all other duties as assigned by management

Required competencies, knowledge, skills, and abilities:

Strong analytical and problem-solving skills with the ability to think strategically and independently
Knowledge of sales operations
Excellent skills in the areas of planning, organizing, and negotiating to deliver results with a variable workload and multiple priorities
Ability to work independently and as an active participant in a team environment
Proficient computer skills, including intermediate to advanced level spreadsheet application ability
Excellent interpersonal skills, including the ability to communicate effectively in both oral and written formats with customers, employees, and vendors at all levels
Ability to maintain confidentiality
Must possess the skills and abilities required to successfully perform all assigned duties and responsibilities
Must be able to pass a drug test and background check aligned with state and federal laws and regulations

Required certifications, licenses, education, and experience:

3 to 5 years related experience
Prior experience in customer facing role handling complex issues

Preferred education, competencies, knowledge, skills, and abilities:

Prior 3PL experience
Knowledge of REMS Program and Manufacturer Dropship
Problem-solving and project management skills

Physical demands and work environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Prolonged periods sitting at a desk and working on a computer and/or phone

Why You Should Apply:

Health Advocacy Program
Caregiver Support Program
Adoption Assistance Program
Educational Assistance Program
Up to 17 days (136 hours) Paid Time Off Accrued During Your First 12 Months
Up to 40 hours Paid Sick Time Accrued Annually
401k with 5% Employer Match
Company-paid Life and Disability Insurance
Employee Assistance Program (EAP)
Marketplace Perks at Work

We Are An Equal Opportunity Employer

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, gender, marital status, national origin, ancestry, disability, genetic information, medical condition, military/veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected by law.

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