Customer Care Manager

1 month ago

Rome, United States OTR Engineered Solutions Full time

The Customer Care Manager, Aftermarket, is responsible for all processes related to managing orders, resolving RMAs and owning the transactional process flows across the Aftermarket business unit. This role is responsible for leading, managing and developing the Customer Care Team to ensure that customer care KPIs and objectives are achieved every day. The Customer Care Manager, Aftermarket position is also responsible for developing and implementing order processing improvements, systems enhancements (ERP, CRM, Teams, Outlook, Customer Portals, etc.) that drive internal productivity improvements and enhance service to our customers. This position is a critical liaison to Sales, Supply Chain, Operations, Engineering and Finance and is responsible for driving transactional excellence throughout these functional areas.

Essential Functions:


Achieves daily KPIs including orders processed, calls handled, RMAs completed, core returns processed, CRM tickets closed, etc.) Monitor service delivery and ensure excellence in service levels.

Develops and implements transactional process improvements to reduce order cycle time and complexity.

Develops and implements technological solutions to simplify ordering process and reduce manual steps.

Subject matter expert on the HubSpot CRM Customer Care module and drive continuous improvement.

Implements weekly meeting cadence with key stakeholders in Sales, Purchasing, Production, Engineering and Finance to review KPIs and to ensure process improvements are implemented.

Provides leadership to assigned personnel through effective objective setting, delegation, motivation and communication.

Oversees the activities of Customer Care Representatives and provides ongoing coaching to further develop and expand knowledge and skillset.

Identifies and implements improvement opportunities for efficiencies and automation.

Creates a best-in-class customer experience for internal and external customers.

Other duties can be assigned as needed.


THIS POSITION OWNS:


Processes, procedures and KPI achievement of all Aftermarket orders from creation to remittance.

RMA processes, procedures, root cause identification and improvement.

Subject matter expertise in ERP, CRM, Customer Portals and all related order processing technology.


Competencies:


Problem Solving/Analytical Skills

Ethical Conduct

Detailed Oriented

Persistent

Customer Service


Required Skills / Abilities:


Excellent communication ability, verbal and written interactions with customers, internal stakeholders and the Customer Care team.

Excellent organizational and time management skills.

Ability to lead, motivate and support team, with coaching skills that support positive development.

Proficient in ERP, CRM, Teams, Outlook, Microsoft Office Suite or similar software.

Strong analytical skills.

Attention to detail.


Supervisory Responsibility:


This position has full responsibility over the Aftermarket Customer Care team. This role will supervise, provide input for new hires and oversee the entire performance process of the team.


Work Environment:


This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. At times, employees might be exposed to manufacturing environment, including forklift traffic, fumes, noise, and operating manufacturing equipment.


Physical Demands:


Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.


Position Type and Expected Hours of Work:


This is a full-time position. Days and hours of work are Monday - Friday, 8:00AM to 5:00PM. To meet our customer demands and internal objectives, at times this role will be required to work outside of the normal schedule, including weekends.


Travel:


No overnight travel is expected for this position. There may be occasional local day travel or overnight travel as it relates to training activities or support of assigned plants/locations.


Required Education and Experience:


Bachelor's Degree.

5-7 years of managing a Customer Care department.


Preferred Education and Experience:


Experience working in a fast paced, high-growth company.

ERP, CRM software and electronic commerce experience is preferred.


Other Duties


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

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