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job title:

Customer Care Manager

date posted:

Monday, January 06, 2020

objective:

The Customer Care Manager (CCM) sets priorities, goals, and direction for the Customer Care team and serves as the customer experience champion, consistently searching for ways to improve each customer touch point. Acting as the liaison between Operations and Sales/Marketing Teams, the CCM ensures that all customer experiences exceed expectations, is proactive in setting standards and follows up to continually improve customer satisfaction.

Reports To:

Director of Sales

Duties:

Your Contributions to the Team

  • Develop proactive methods of customer outreach to increase customer satisfaction and loyalty
  • Optimize initiatives to advise customers of order progress
  • Engage, train, and support the Customer Care team to be creative with customer outreach methods with the goal of creating continuous “WOW” experiences for each customer interaction
  • Develop best practices and strategies to drive enhanced service performance
  • Analyze quality and productivity results and develop plans to streamline processes
  • Partner with cross functional teams to ensure customer experience is stellar
  • Analyze daily reports to ensure orders are hitting timelines and projects are creating strong Moments of Truth for our customers
  • Provide continuous feedback to Customer Care team through monthly one on one’s, bi-annual reviews, recognition, and teachable moments
  • Oversee timely order entry and order management, improving order turnaround time, decreasing backorders, and ensuring a three-day pipeline of orders to Operations
  • Participate in monthly forecasting, reporting on order entry trends, orders entered, and anticipated invoice dates

What You’ll Need to be Successful

  • Previous experience leading a team
  • 3-5 years’ experience in a customer facing role
  • 3-5 years’ experience in an account management role
  • Bachelor’s degree in Business, Marketing, or related field
  • Excitement in process improvement and history of streamlining workload
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Attn: Human Resources / Recruiting
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