Customer Care Manager

Summary: To support and direct the Customer Service Representatives in North America. This includes a team in Holland, MI and Monterrey, Mexico. Support UC philosophy focused on facilitating the growth of the organization, continually improving quality, and driving to a world class safety environment.

Duties and Responsibilities:

• Work closely with the DOS to set vision and mission for CSR group.
• Monitor and minimize finished good inventory monthly.
• Coach CSR team to provide outstanding professional customer service.
• Lead, train, direct, and advise customer service personnel.
• Conduct annual performance review per company guidelines.
• Lead customer service team meetings to ensure customer expectations are being met.
• Satisfy various pricing, scheduling and other customer inquiries regarding projects.
• Address customer complaints.
• Conduct/coordinate customer visits with sales team members.
• Insure timely reports, customer reports/surveys and production delivery date information.
• Interview and select customer service team members.
• Perform duties of Customer Service Representative to cover during vacations.
• Responsible for accurate data entry of price adjustments on customer contracts.
• Participate on special teams or committees as required.
• Perform research for sales team as requested; create reports.
• Write and/or revise work instructions and procedures as needed.
• Research price discrepancies and late shipments to determine root cause.
• Facilitate move ups and move outs.
• Write and/or approve computer and cell phone system modification requests.
• Evaluate department work-loads and make revisions as required.
• Define new processes and procedures as required.
• Create new or revise existing forms as required.
• Assist CSR’s in notifying the sales team when ship dates and jobs are moved out because we are waiting on follow-up information or resin.
• Follow UC Quality System-approved work instructions and procedures and help improve these as needed.
• Responsible for successful facilitation of all company safety policies and procedures.
• Complete monthly Safety Observations and attend UC Connect Meetings.
  
  

Preferred Experience, Training, and Skills:

• Strong written and verbal communication skills.
• Excellent customer focus and ability to build solid customer relationships.
• Ability to help provide and support a vision and direction.
• Ability to develop and motivate a team.
• Strong organizational skills.
• Proven leadership experience.
• 5 years of Customer Service management experience.
  
  

Physical Requirements: Domestic and International travel required as needed.

Preferred Education: Bachelor’s Degree in Business or related field.