Customer Care Manager

Highwood USA • Hazleton, PA

225d

About The Position

The successful Customer Care Manager is dedicated to delivering an unparalleled level of service to all our customers. Managing a small team of up to six, the Customer Care Manager is collaborative, adaptive, highly organized and process oriented. The Customer Care Manager is responsible for driving customer retention, ensuring the accurate flow of critical business transactions, and supporting our new and existing sales efforts as well as building strong interdepartmental relationships. This position is located on site in Hazleton, PA.

Requirements

• Bachelor’s degree and/or 3-5 years of experience in a Customer Service leadership role.
• Experience in manufacturing and/or business-to-business sales & service is a plus.
• Experience in consumer goods is a plus.
• Strong analytical and problem-solving skills.
• Excellent interpersonal skills.
• Extremely detail oriented.
• Strong sense of urgency and a proactive mindset.
• Adaptable with the ability to pivot with change.
• Ability to navigate difficult customer situations.
• A passion for driving and improving business processes and outcomes.
• Strong leadership approach that combines direct involvement in tasks with guiding and mentoring the team.
• Uses time efficiently while managing competing demands.
• Advanced experience in the use of ERP systems and methodology.
• Advanced MS Office Suite skills, primarily in Excel.

Responsibilities

• Close management of the day-to-day customer care function on behalf of our e-retail in addition to our d2C consumer base.
• Resolve all customer and consumer service issues, warranty claims, returns etc.
• Closely manage, and seek improvement in, the process for all customer service functions.
• Work closely with customers and suppliers to quickly address quality issues and establish procedures for improvement.
• Oversight of EDI transactions, orders, ecommerce portal management, invoice processing and other core business functions.
• Troubleshoot EDI errors, sales order issues, and other processing errors.
• Work with IT and other departments to confirm orders are communicated accurately.
• Troubleshoot sales order processes in ERP systems to ensure timely order fulfillment.
• Review AR invoicing and investigate, dispute and process account remittances, deductions, returns and claims.
• Monitor, manage and drive improvement in account level pricing accuracy.
• Understand and train team members on customer transaction portals.
• Drive improvements in departmental processes and programs.
• Engage other functional areas within the company to collaborate on improvements.
• Develop meaningful Key Performance Indicators (KPIs) for the department.
• Create a culture of learning within the department through cross training.
• Ensure seamless customer onboarding processes in conjunction with sales teams.
• Work with the sales team to provide timely and accurate quotes for new business.
• Support sales teams with sample orders and other requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees