Customer Care Manager

Company Name:
Reporting to the Executive VP of Sales, the successful candidate will serve the Customer Care Team by implementing customer and technical support strategies, improving systems and processes, and striving to create a best in class experience (Every Customer Every Time). The focus will be on customer retention and education. The Customer Care Manager holds a role within the organization driving the successful delivery of exceptional support to our customers while maintaining a positive corporate culture and reinforcing the company's vision.
Provide Best-in-Class service to customers by managing and motivating the Customer Care Team.
Maintain a professional and technical knowledge by tracking emerging trends in customer care management, reviewing professional publications, establishing personal networks and benchmarking state-of-the-art practices.
Responsibilities include overseeing performance, development and retention of Customer Care, managing business metrics to continuously improve the customer experience, ensuring the department budget is in line with company goals and maintaining operational standards across all areas.
Develop and implement improvement processes that maintain the quality and service level in the department expected by our customers.
Areas of responsibility include but are not limited to order entry, phones, email, returns, promotions, system pricing, credits, end user trouble shooting, service management, expenses, and price adjustments. Monitor daily, weekly, monthly and quarterly reports and trending activity from the phone system and up sells.
Follow up with customers and sales representatives for timely feedback on recent issues, support challenges, pricing issues and delivery issues to ensure accurate and exceptional service.
Prepare performance reports by collecting, analyzing, and summarizing data and trends including monitoring random calls to improve quality and minimize errors and track Customer Care Representative Performance.
Ensure direct reports follow documented processes and procedures. Provide appropriate training and encourage good employee performance and communication and ensure workload is managed.
Work with Sales in both Domestic as well as International Division to ensure the highest levels of customer and technical service through the continuum of customer interactions.
Work with the Marketing Dept. to ensure understanding and seamless execution of marketing promotions, new product launches, pricing changes and policy changes.
Work closely with Shipping Department to ensure all customer needs and special needs and/or requests are met in this area.
Demonstrate success in problem solving and taking initiative, with the ability to work independently as well as in teams with cross functional partners.
Self-starter, ability to deliver on initiatives with minimal supervision.
Ability to develop strong relationships at all levels within an organization and external partners.
Proven experience leading, coaching, mentoring staff and building a strong team in a customer care environment.
Ability to manage multiple tasks and prioritize urgent needs.
Organized and detail oriented with strong written and verbal communication skills.
Hands on to ensure achievement of departmental daily, monthly, quarterly and annual goals and objectives.
Flexible 8 hour work shifts between 8:30am to 6:00pm as needed to accommodate growth of the team.
Two or four year degree is preferred or 3 to 5 years in related experience.

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