Manager, Customer Care
Mold-Rite Plastics•Plattsburgh, NY
•Onsite
About The Position
MRP Customer Care’s primary function is to provide an exceptional customer experience from purchase order receipt to product delivery. The Customer Care Manager is responsible for the overall support and performance of the Customer Care department. The Customer Care Manager drives the operational strategy, technology roadmaps, and execution of support services for external commercial accounts and distributors. This role bridges the gap between commercial sales and post-sale operational excellence, leveraging Salesforce Service Cloud to optimize the customer lifecycle.
Requirements
- 7+ years of customer service management experience exclusively within a manufacturing, industrial, or supply chain B2B environment.
- Proven history of supporting external sales channels, commercial accounts, and dealer networks.
- 5+ years of practical business administration experience using Salesforce Service Cloud.
- Experience managing ERP-to-CRM workflows (e.g., SAP, Oracle, or Microsoft Dynamics integrations with Salesforce).
Nice To Haves
- Salesforce Certified Service Cloud Consultant or Salesforce Certified Administrator
Responsibilities
- Direct the customer care framework for external B2B accounts, manufacturing reps, and commercial sales teams to ensure frictionless order-to-cash workflows.
- Act as the ultimate resolution point for critical delivery shortages, pricing disputes, and high-value customer bottlenecks.
- Partner with Vice Presidents of Sales to build proactive communication plans for key manufacturing accounts.
- Serve as the business owner for Salesforce Service Cloud, maximizing Omni-Channel routing, macros, and automated case classification.
- Oversee the data synchronization between the manufacturing ERP system and Salesforce to provide a true 360-degree view of account health.
- Implement advanced Service Cloud features, such as Einstein AI for predictive case analytics and self-service customer communities.
- Manage and mentor a team of B2B Customer Care Specialists, setting clear operational targets and professional development pathways.
- Foster a data-driven environment focused on achieving the targeted CSAT, FCR, and response time metrics.
Benefits
- Equal opportunity and affirmative action employer
- Will make reasonable accommodations for qualified individuals with disabilities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
