Customer Care Manager

Victaulic•Carol Stream, IL

41d•Onsite

About The Position

Victaulic is seeking a Customer Care Manager to lead a team of Customer Care Representatives and Order Entry Specialists. This role involves overseeing customer communication via phone and email, order entry, and assisting with inquiries related to stock checks and pricing. The manager will ensure accurate and timely order processing using the Epicor system and web-based applications, and collaborate with outside sales, supply chain, and distribution partners to resolve escalations. A key aspect of this position is coaching and developing the team to excel in a fast-paced, demanding environment.

Requirements

5-7+ years of experience in customer relations or order entry
At least 1-2 years in a supervisory or team lead role
Proven ability to lead, coach, and develop a team in a fast-paced, high-volume environment
Exceptional verbal and written communication skills, including the ability to manage difficult conversations and resolve conflict
Strong track record of building and maintaining customer relationships, including handling escalated issues
Demonstrated decision-making, problem resolution, and process-improvement skills
High degree of emotional intelligence and business integrity
Ability to prioritize and multi-task while driving results with minimal oversight

Nice To Haves

Familiarity with Epicor or other ERP systems
Familiarity with MS Office applications
University degree or college diploma

Responsibilities

Lead, coach, and develop a team of Customer Service & Order Entry Specialists, including hiring, onboarding, performance management, and ongoing skill development.
Oversee daily order processing on web-based Epicor systems, ensuring accuracy, timeliness, and adherence to service standards.
Serve as the escalation point for complex customer inquiries, pricing issues, and stock/sourcing problems that require additional authority or cross-departmental coordination.
Monitor team performance against service-level metrics (response time, order accuracy, customer satisfaction) and implement improvement plans as needed.
Partner with the outside sales team and with supply chain and distribution partners to resolve sourcing challenges and align on customer priorities.
Identify and drive process improvements across order entry and customer service workflows to increase efficiency and reduce errors.
Manage team schedules and staffing levels to ensure adequate coverage, including during peak periods.
Collaborate with internal departments to resolve systemic customer issues and improve cross-functional processes.
Provide regular reporting to leadership on team performance, customer trends, and operational challenges.