Customer Care Manager

Position Summary:  

The successful Customer Care Manager is dedicated to delivering an unparalleled level of service to all our customers. Managing a small team of up to six, the Customer Care Manager is collaborative, adaptive, highly organized and process oriented. The Customer Care Manager is responsible for driving customer retention, ensuring the accurate flow of critical business transactions, and supporting our new and existing sales efforts as well as building strong interdepartmental relationships. This position is located on site in Hazleton, PA.

Essential Duties and Responsibilities:

Customer Care

• Close management of the day-to-day customer care function on behalf of our e-retail in addition to our d2C consumer base.

• Resolve all customer and consumer service issues, warranty claims, returns etc. Closely manage, and seek improvement in, the process for all.

• Work closely with customers and suppliers to quickly address quality issues and establish the procedures and dialogue, within and outside the department, that drive improvement.

Receivables, Transaction Management and Pricing

• Oversight of our EDI transactions, orders, ecommerce portal management, invoice processing and other core business functions that ensure the flow of commerce, protect the company’s assets and provide a seamless experience for all our customers.

• Troubleshoot EDI errors, sales order issues, and other processing errors that occur.

• Work with our IT team and other departments to confirm orders are being communicated across all departments accurately.

• Troubleshoot all sales order processes in ERP systems to ensure timely order fulfillment.

• Review AR invoicing and investigate, dispute and process account remittances, deductions, returns and claims.

• Monitor, manage and drive improvement in account level pricing accuracy. Work with customer facing sales teams to resolve issues quickly.

• Understand and train team members on customer transaction portals to manage orders, inventory, returns and other account specific needs.

Continuous Improvement

• Drive improvements in departmental processes and programs as a means of ensuring efficiency, productivity and best in class customer service.

• Engage other functional areas within the company to collaborate and share ideas relative to these improvements.

• Develop meaningful Key Performance Indicators (KPIs) for the entire department and share results with the broader team. Use results as a primary tool for training and coaching.

• Create a culture of learning within the department through cross training, sharing of success and communication.

Business Development

• Ensure seamless customer on boarding processes in conjunction with our sales teams.

• Work with the sales team to provide timely and accurate quotes for new business.

• Support sales teams with sample orders and other requests that are crucial to the development of new business.

Qualifications and Essential Skills

• Bachelor’s degree and/or 3-5 years of experience in a Customer Service leadership role serving a variety of clients and channels.

• Experience in manufacturing and/or business-to-business sales & service a plus.

• Experience in consumer goods a plus.

• Strong analytical and problem-solving skills.

• Excellent interpersonal skills.

• Extremely detail oriented.

• Strong sense of urgency and a proactive mindset.

• Adaptable. Ability to pivot with change.

• Ability to navigate difficult customer situations.

• A passion for driving and improving business processes and outcomes.

• Strong leadership approach that combines direct involvement in tasks with the responsibilities of guiding and mentoring the team by offering constructive feedback along the way.

• Uses time efficiently, while managing competing demands.

• Advanced experience in the use of ERP systems and methodology.

• Advanced MS Office Suite and systems skills, primarily in Excel.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Frequent requirement for attention to detail; prolonged use of a computer terminal, telephones and other electronic equipment. The employee must be able to lift and /or move up to 50 pounds. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment may be moderate to occasionally loud and PPE may be required. Appropriate hearing protection while in the plant is required as noise levels within the facility meet OSHA requirements for hearing protection equipment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Managers typically work in an office environment although projects may be involved with the possibly that will take them to non-standard workplaces.

Highwood provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, veteran status or any other characteristic protected by the law.   This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.