Customer Care Manager
3 weeks ago
Job Location: Oak Brook, IL
Job Title: Customer Care Manager
Position Type: Full-time
Reporting Lines: Business Operations Manager
Job Description:
Are you energized by transformative work where you can push boundaries and challenge the status quo? Are you a passionate leader who thrives on the challenge of exceeding customer expectations? We are seeking a highly motivated and experienced Customer Care Manager to lead our Customer Care team at Ascent Chemicals. As Customer Care Manager, you will be the central force in establishing a culture of customer service excellence at Ascent. Your responsibilities will focus on standardizing work processes, organization design, and KPI creation and enhancement.
Principle Duties:
- Lead by example, cultivating a positive and inclusive work environment where team members feel motivated, supported, and empowered to deliver exceptional customer service.
- Foster a culture of continuous learning and development, providing ongoing feedback, coaching, and mentorship to nurture the growth and professional development of team members.
- Develop and implement innovative strategies to enhance the overall customer experience, from initial contact through post-purchase support, ensuring consistency and excellence at every touchpoint.
- Collaborate with cross-functional teams to identify pain points in the customer journey and implement solutions to streamline processes, reduce friction, and exceed customer expectations.
- Implement robust escalation procedures and empower team members with the authority and resources needed to address complex issues and deliver optimal outcomes for customers.
- Standardize customer master data management processes, with an emphasis on cross-functional data visibility and usage.
- Support and influence the inside sales process through defining how and when customer care engages in the process.
- Design and implement comprehensive training programs to equip team members with the knowledge, skills, and tools needed to excel in their roles and deliver exceptional customer service.
- Ensure personal compliance with all company Safety regulations and guidelines, Quality System, Operational, and Human Resource policies, procedures, and practices, including housekeeping procedures.
Basic Qualifications:
- 4-year degree in Business, Marketing, or related field of study.
- Minimum of 7 years of experience in customer service/experience role.
- Minimum of 4 years of experience in managing others.
- Exceptional communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
Preferred Qualifications:
- Demonstrated ability to work in a fast-paced, dynamic environment, managing multiple projects at a time.
- Demonstrated continuous improvement mindset, comfortable challenging the status quo.
- Proficiency in customer service software and CRM systems, with the ability to leverage technology to improve processes and efficiency.
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