Customer Care Manager

Standex•Fairfield, OH

About The Position

Standex International is a global industrial growth company operating through our market-leading brands in electronics, cutting-edge forming technologies, engraving, and scientific refrigeration. We work with our customers to advance progress through innovation. From inventing and producing parts for next-generation space vehicles to evolving vaccine refrigeration, designing functional textures for everyday products, improving renewable energy technology, and much more, we are focused on making what’s next possible. Standex Electronics is a worldwide market leader in the design, development and manufacture of standard reed switch-based sensor solutions and custom electro-magnetic components, including magnetics products. We are a global team of problem solvers who can provide custom and/or standard solutions through our diverse and dynamic capabilities. Our approach is to strategically partner with customers to conquer challenges and deliver reliable high-quality results through our engineering and components. These parts serve an array of markets globally, and through our customer driven innovation – improve the overall performance and efficiency at which end products operate. The Customer Care Manager is responsible for leading and optimizing the day-to-day operations of the customer care function, including Inside Sales and Customer Service. This role ensures consistent, high-quality customer experiences by managing people, processes, systems, and performance metrics. The manager partners cross-functionally with Sales, Supply Chain, Quality, IT, and Finance to resolve issues, improve efficiency, and drive continuous improvement.

Requirements

Bachelor’s degree in business, Operations, or a related field (or equivalent experience)
Strong understanding of customer service metrics, ERP (SAP, Oracle) workflows, and best practices
Ability to lead teams and manage change
Work cross-functionally with procurement, supply chain, operations, sales, and finance to improve efficiency, accuracy, and overall customer experience.

Nice To Haves

Experience in B2B, manufacturing, distribution, or technical customer support environments
Experience with CRM and ERP platforms (e.g., Salesforce, Zendesk, SAP, Oracle)
Lean, Six Sigma, or continuous improvement experience

Responsibilities

Oversee teams supporting inside sales, account management, quotes, and order processing
Oversee daily customer care operations, ensuring service levels, response times, and resolution targets are met
Create and administer a CSAT survey to gauge customer satisfaction with the Customer Care organization.
Keeping ahead of developments in customer service, working with senior management to create new strategies, and implementing these new strategies within the department to improve the quality of service.
Partner with IT and business teams on system enhancements and integrations.
Develop, document, and continuously improve customer care processes and standard operating procedures (SOPs)
Identify operational bottlenecks and implement scalable solutions to improve efficiency, accuracy, on-time delivery, and customer satisfaction.
Ensure effective use of ERP systems (e.g., SAP, Oracle) and CRM tools
Support CRM implementation and optimization of CRM (Salesforce.com) and data quality standards
Lead continuous improvement initiatives to reduce errors, rework, and cost-to-serve
Establish and maintain SOPs for order management, returns, credits, and claims
Lead, coach, and develop Inside Sales and Customer Service representatives
Coach teams on consultative communication and customer relationship management
Set clear performance expectations and conduct regular coaching and performance reviews
Foster a customer-centric, accountable, and collaborative team culture
Support hiring, onboarding, and training initiatives
Act as an escalation point for complex or high-impact customer issues
Analyze customer feedback, complaints, and trends to drive corrective actions
Partner with internal & external stakeholders to resolve root causes and prevent recurring issues
Champion customer advocacy across the organization
Define and track KPIs
Use data to drive continuous improvement and strategic decision-making
Support customer care transformation initiatives, including automation and system enhancements
Oversee customer care systems (CRM, ERP, knowledge base)
Ensure data integrity, reporting accuracy, and effective system usage
Partner with IT and business teams on system enhancements and integrations