Manager, Customer Care Team

Case Western Reserve University is committed to providing a transparent estimate of the salary range available for this position at the time of its posting. The salary range is between $49,257 and $62,311, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

POSITION OBJECTIVE

Directly responsible for all aspects of the Customer Care team operations to ensure professionalism, efficiency, and outstanding customer service while mitigating risk to the University and its constituents. Responsible for designing and implementing improved process or operational policies. Develop, maintain and market programmatic efforts to the Case Western Reserve University and related community. Use proactive measures within scope of the job responsibilities.

Essential Functions

• Responsible for the management of daily customer service resolution of Purchasing and Accounts Payable issues. Handle any escalated issues, determine problem and provide resolutions. Serve as a leader and proactive liaison to internal and external customers on all University Business Policies providing guidance and direction. Maintain and communicate expert knowledge of general Purchasing and Accounts Payable policies. Frequently use the PeopleSoft database, Telax (phone system), PaymentNet4 and other databases in the resolution of end user queries. Investigate complex challenges regarding purchase orders, invoices, payment requests, travel requests, etc. Research resolution and communicate quickly and professionally with end users in a timely manner. (25%)
• Directly supervise the customer care team to ensure efficiency, professional and outstanding customer service. Hire and train new employees. Define and assign individual tasks, maintain schedules and standards. Make recommendations for proactive service enhancement and improvement. Utilize reports to recommend education and campus training for recurring questions and issues. Oversee the work of two student employees (September through May) and direct their tasks and projects to successful completion while providing valuable learning experiences. (20%)
• Develop and recommend departmental policies and procedures regarding customer service, vendor database management, audit controls, and human resource requirements. Serve as the administrator for the hosted call center. Develop schedules to produce accurate and timely information for reporting. Maintain, track, and produce data for all internal and external audits of the Procurement/ Accounts Payable offices. (10%)
• Collect, analyze, and interpret financial management information for ASO Vendors to assist with the preparation and recommendations for annual operating budgets. Provide ASO Vendor financial data for quarterly forecasting, mid-year close, annual budgeting, and annual year-end closing. Manage vendors to ensure proper governmental screening compliance, and authorize vendors for campus use. (10%)
• Collect information, statistics, and/or other data. Prepare moderate to complex reports or correspondence to support daily operations of the team and leadership. Perform administrative and various support duties including creating, editing, and proofreading moderate to intricate documentation such as presentations, spreadsheets, and email. (10%)
• Maintain knowledge of all applicable federal, state and, local regulations governing purchases and contracts within areas of responsibility. Actively seeks creative ideas and procedures from outside sources to provide the ¿Best of Class¿ Purchasing experience for the end user. Propose changes based on compliance. (10%)
  
  
  

Nonessential Functions

• Serve as a backup to coordinate fulfillment with P-card administrator and process P-card applications. Serve as a backup for quarterly subcontract reporting processes. (5%)
• Maintain highly confidential information on staff, students, vendors and budgets. (5%)
• Perform other duties as assigned. (5%)
  
  
  

CONTACTS

Department: Great deal of daily interaction with university department personnel including administration, faculty, staff and students. Regular contact with department staff to exchange information.

University: Interact with many constituencies within the scope of job responsibilities. Daily contact with university administration. Daily contact with faculty and staff.

External: Daily contact with outside agencies and representatives. Contact with personnel from the university's affiliates as well as individuals from the university's internal staff on a regular basis.

Students: Little or no contact with students.

SUPERVISORY RESPONSIBILITY

Direct supervision of Customer Care Team consisting of one FTE and temporary FTE's as needed and student employees during the academic year.

Qualifications

Education and Experience: Bachelor's degree and 5 years professional work experience preferably in an office setting OR High school education and 9 years of related experience. Experience in Purchasing and/or Accounts Payable operations, supply chain process and procedural operations, e-procurement, and vendor database management highly desirable.

Required Skills

• Ability to rely on experience and judgment to plan and accomplish goals. Excellent verbal and written communication skills. Ability to interact with colleagues, supervisors, and customers face to face.
• Must possess knowledge of general accounting principles.
• Ability to work independently. Must be able to solve routine problems, assist customers, and maintain a consistent workspace without direct supervision. Creativity and energy highly valued.
• Outstanding organizational skills mandatory. Ability to work under pressure, meet deadlines, and multi task effectively. Must be able to handle moderate stress and have good organizational skills. The workflow will vary from periods of multiple demands and short deadlines to periods of routine self-paced tasks. Must be able to meet deadlines, be able to effectively prioritize tasks and be detail oriented.
• Excellent customer service-oriented manner required.
• Knowledge and ability to manipulate on transaction based systems on a daily basis. In addition, some tasks require basic data entry skills. Speed, accuracy, and error recognition while organizing the workflow, processing materials, and entering data are essential.
• Strong PC skills; must be proficient in Microsoft Excel; Computer spreadsheet and word processing skills required.
• Experience in PeopleSoft Financials or other ERP software preferred.
• Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
• Ability to interact with colleagues, supervisors, and customers face to face.
• Ability to meet consistent attendance.
• Willingness to learn and utilize Artificial Intelligence (AI).
  
  
  

WORKING CONDITIONS

General office environment. The employee will perform repetitive motion using computer mouse and keyboard to type.

This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department. New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.

Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.