What are the responsibilities and job description for the Customer Care Manager position at TLD America?
The Customer Care Manager -leads a team of Customer Service Representatives in delivering exceptional service to our customers across the region. This role ensures operational efficiency, team performance, and customer satisfaction, while also serving as a strategic partner in improving sales, service processes, and regional spare parts logistics.
As part of the dynamic and international TLD Spare Parts America team, the Customer Service Manager plays a key role in cultivating a collaborative team culture that is customer-driven and committed to long-term partnerships. We go above and beyond to deliver spare parts quickly, leveraging our global network and logistics capabilities.
- Lead, coach, and develop a high-performing customer service team.
- Provide training on systems, processes, and product knowledge to ensure team success.
- Monitor performance metrics, set individual and team goals, and conduct regular reviews.
- Foster a positive, cooperative, and accountable team environment aligned with company values.
Customer Relationship Management- Oversee customer accounts and ensure high levels of satisfaction and responsiveness.
- Resolve complex or escalated customer issues promptly and professionally.
- Develop strategies to strengthen relationships with key customers and drive long-term sales growth.
Operational Oversight- Manage daily operations of the Customer Service team, including order processing, quoting, and communication standards.
- Ensure timely and accurate use of the ERP system and SPQ module for quotations and order management.
- Coordinate with the logistics and warehouse teams to prioritize and track shipments.
Process Improvement & Reporting- Identify and implement process improvements to increase efficiency and service quality.
- Analyze service metrics, customer feedback, and order data to inform decision-making.
- Prepare regular reports for senior management on team performance, customer activity, and market trends.
Cross-Functional Collaboration- Collaborate with the Purchasing, Sales, and Technical Support teams to align customer service with product availability and market demand.
- Support the Spare Parts Hubs Manager in regional strategy and stock planning.
- Communicate proactively across departments to ensure seamless customer experience.
Qualifications & Experience- 5 years of experience in customer service, preferably in technical or spare parts sales.
- 2 years in a supervisory or managerial role.
- Strong understanding of ERP systems and quoting tools (e.g., SPQ or similar).
- Excellent leadership, organizational, and communication skills.
- Technical aptitude and familiarity with mechanical components or parts a plus.
- Ability to travel domestically and internationally as needed up 25%
- Proficiency in Microsoft/Excel is a must
- Bachelor's degree required
Reports to: Spare Parts Manager
Schedule: Full-time, 8 hours/day, onsite
TLD provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, TLD takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. All recruiting, hiring, training, promotion, compensation, and other employment related programs are provided fairly to all persons on an equal opportunity basis without regard to race, creed, color, religion, sex, age, national origin, disability, veteran status, or any other characteristic protected by law. Employment decisions are based on the principles of equal opportunity and affirmative action.
TLD is committed to ensuring that its online application process provides an equal employment opportunity to all candidates, including individuals with disabilities.
