Customer Care Manager

ECR Software Corporation•Boone, NC

15h

About The Position

The Customer Care Manager leads a multidisciplinary team supporting a large portfolio of smaller and diverse retailers. The role focuses on creating a repeatable, process-oriented, one-to-many go-to-market approach and delivering a high-quality customer experience. The manager oversees core Customer Care functions, handles complex escalations, and supports Sales with accurate, timely order processing. The position also balances workloads, coaches and develops staff, creates and implements repeatable processes, manages daily operations, and resolves conflicts involving customers, partners, and internal teams. The manager drives operational excellence by maintaining and improving SOPs, reducing process friction, guiding strategic initiatives, and ensuring continued product and solutions training. The role also seeks ways to use current and future systems, including AI best practices, to improve efficiency and scale operations over time. ECRS is described as a fast-paced technology company whose teams create, sell, install, and support retail automation solutions. Applicants must be authorized to work in the United States. ECRS states that qualified applicants are considered without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.

Requirements

At least 3 years of proven sales experience.
At least 2 years of management experience.
Strong working knowledge of ECRS internal processes, including account setup, account administration, contractual agreements, and service level agreements.
Strong ability to navigate ECRS internal system resources, including CRM, Microsoft suite, and Product Vault.
Strong ability to learn and retain product knowledge.
Ability to travel as needed to trade shows or onsite customer visits.
Ability to prioritize and multitask.
Must be authorized to work in the United States.

Responsibilities

Find efficient and effective ways to communicate with retailers and educate them about products and solutions in coordination with other functions.
Process existing customer orders, from simple to complex, to support Sales in pursuing strategic, high-value opportunities.
Serve as the primary escalation point for complex Customer Care issues.
Coach and train the team to overcome customer objections related to service, product, and support by coordinating appropriate resources and service levels.
Liaise between Customer Care and Support, Hardware Development, and Marketing to advocate for customer needs.
Lead and direct a multidisciplinary team supporting a large portfolio of smaller and diverse retailers.
Assess and allocate team workloads based on capacity, skill sets, and priority demands to meet operational goals and departmental quota.
Mentor, motivate, and develop team members to meet and exceed goals.
Conduct regular one-on-one coaching sessions to support individual success.
Provide ongoing constructive performance feedback through PerformYard.
Manage daily team operations, including assignments, training, professional growth, and knowledge sharing.
Lead departmental conflict resolution involving partners, customers, and internal teams.
Manage Customer Care scheduling and timecard administration.
Evaluate and continuously refine Customer Care SOPs and policies to reduce friction and inefficiencies.
Maintain discipline and rigor in adherence to CRM policies.
Oversee Customer Care roles across strategic projects and operational initiatives.
Continue product and solutions education through CATAPULT and other training resources.
Look for ways to use current and future systems and AI best practices to improve efficiency and scale operations.