Manager-Customer Care

JOB SUMMARY:

This dynamic leader will be a member of a larger multi-site team with responsibilities of day-to-day operations of the Customer Care department located in Middlefield, Ohio, serving as the single point of contact for assigned brands. This position is responsible for implementing process improvements to enhance customer service quality and reduce operating costs, as well as achieving brand objectives through performance analysis. Additionally, the role involves cultivating business relationships with key customers and collaborating across departments to resolve issues and align customer care strategies with company goals.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

• Manage, train, provide performance feedback and assign duties of direct reports to ensure productivity, efficiency, and effectiveness.
• Determine work procedures, forecast call volumes, project staffing levels, and expedite workflow.
• Responsible for implementing process improvements to improve customer’s quality of service and/or reduce operating expenses. Responsible for achieving objectives for assigned brands and developing root cause analysis and action plans for performance which fails to meet target standards.
• Create, analyze and monitor Management Operating System (MOS) objectives against defined metrics and goals.
• Work with other Site Managers and VP of Customer Care to develop and implement best practices across all sites.
• Responsible for cultivating and maintaining business relationships with key customers to support departmental goals and objectives.
• Trouble shoot issues on behalf of the customer and serve as interface with all touch points (Customer Care, Manufacturing, Sales, IS) to ensure timely resolution of concerns.
• Implement Customer Care policies, procedures and strategies by working cross-functionally to ensure alignment with new product and promotion strategies.

ESSENTIAL QUALIFICATIONS AND SKILLS:

• Bachelor’s degree in business or related field.
• 8 years customer service or call center management experience to include 5 years P&L responsibility.
• Demonstrated successful leadership, including personnel and organization development.
• Intermediate proficiency with Microsoft Office Suite.
• Demonstrated successful ability to build positive partnerships and work collaboratively with cross-functional business teams.
• Ability to think strategically with supporting analytical skills.
• Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
• Ability to function at a high level of effectiveness, flexibility, independence and initiative without daily interaction with management.
• Ability to travel up to 25%