Customer Care Manager– Allflex (Hybrid)

MSD•Irving, TX

9d•Hybrid

About The Position

This position reports to the Associate Director, Customer Care for Channel Partners Master Distributors Retail Allflex Tag Operations within our company's Animal Health. The Customer Care Manager – Allflex leads the day‑to-day operations of the Allflex Tag Customer Care team, ensuring quality, accuracy, and efficiency in supporting customers who purchase and use Allflex identification products through eShop, channel partners, distributors, and retail segments. This role serves as the primary escalation point for Allflex tag ordering, product configuration, returns, and troubleshooting. The Manager provides leadership, coaching, training, and performance oversight, while driving continuous improvement and operational excellence across the Allflex Tag Customer Care team.

Requirements

5 years of customer support or related experience
2 years of SAP experience
Demonstrated leadership experience driving projects, initiatives, processes, or programs that influence cross‑functional teams
Experience in business process improvement
Dedicated home workspace with reliable internet
Ability to lead through change in a fast‑paced environment

Nice To Haves

Experience providing leadership, mentorship, or guidance to others in a customer care environment (formal management OR informal team leadership accepted)
Experience in Allflex, animal health, livestock ID, or related technical product environment
High integrity, strong problem‑solving capability, and forward‑thinking mindset
Ability to adapt quickly in dynamic environments

Responsibilities

Develop strong customer relationships across Allflex tag purchasers, including producers, distributors, retailers, and veterinary accounts.
Serve as the first point of escalation for Allflex eShop order issues, tag configuration errors, product inquiries, and system challenges.
Partner closely with Allflex Operations, Supply Chain, Sales, Marketing, and Channel teams to resolve customer issues and ensure consistent service experience.
Drive improvement of Allflex service levels by actively identifying gaps, proposing solutions, and monitoring follow‑through.
Lead and support a team of Allflex-focused Customer Care Specialists.
Manage employees to expected KPIs, including accuracy, SLA performance, order quality, and customer satisfaction.
Conduct regular one‑on-one coaching sessions to develop capabilities in tag ordering, troubleshooting, and system support.
Maintain a high‑quality, engaging work environment that motivates team members to exceed expectations.
Assist with interviewing, onboarding, training, motivating, recognizing, and developing team members.
Support daily Allflex tag operations, including order management, corrections, inventory communication, returns, credit/debit processing, and eShop issue resolution.
Participate in daily workflow activities to understand system requirements and customer pain points; recommend process enhancements.
Oversee scheduling and coverage plans to ensure consistent support for Allflex customers through peak seasons and high‑volume periods.
Communicate critical component issues, allocation changes, or supply constraints affecting tag production or distribution.
Review standard operating procedures and ensure the team meets or exceeds all requirements and service expectations.
Coordinate SAP training and monitor role compliance for the team.
Monitor, improve, and maintain processes impacting Allflex ordering, allocation, and returns—ensuring accuracy, consistency, and efficiency.
Maintain compliance with our company's Animal Health terms and conditions, quality standards, audit expectations, and regulatory requirements for identification products.
Partner with Finance and Audit to ensure Allflex-related controls are maintained and documented.