Manager, Customer Care

What You'll Do

This role ensures service expectations are consistently met for assigned accounts by serving as the primary liaison between customers and internal partners, including Business Development, Operations (warehouse and transportation), and support teams.

Essential Functions


* Drive operational objectives by contributing insights and recommendations to strategic plans and reviews; preparing and executing action plans; implementing productivity, quality, service, and performance standards; resolving issues; completing audits; identifying trends; and implementing system and process improvements


* Meet departmental financial objectives by forecasting requirements; preparing annual and quarterly budgets; monitoring expenditures; analyzing variances; and initiating corrective actions


* Recommend and implement procedural, policy, technical, and process improvements by partnering with Operations, customers, and internal support teams


* Serve as a customer point of contact and "face of business development" for assigned accounts


* Lead and support customer initiatives, including quarterly business reviews (QBRs), EDI implementations, AR-related matters, and operational issue resolution


* Support onboarding of new customers and manage transitions related to site openings or closures


* Address critical operational concerns, including I-3PL management, inventory accuracy, claims resolution, and OSD issues


* Utilize strong analytical skills to research market conditions, evaluate results, and develop strategies to improve service, efficiency, and customer outcomes


* Improve customer service by evaluating and redesigning processes; establishing service metrics; monitoring performance; and implementing enhancements

What Experience and Education You Need


* Bachelor's degree in business administration or related field


* 5-7 years of experience in a customer- or client-facing role


* Proficient with MS Outlook, Office, including Word, PowerPoint and Excel


* Experience with Salesforce CRM


* Relative industry experience including logistics business development, account management, distribution, warehousing, logistics, transportation, CPG, etc.

and understand common business practices and standards


* Demonstrated working knowledge of warehouse and transportations operations

What Could Set You Apart


* Excellent communication, interpersonal and presentation skills


* Ability to communicate professionally, both written and verbally with individuals at all levels of the organization, external contacts, customers and potential customers


* Strong time management, communications, decision-making, organization, human relations, presentation, negotiation, and mediation skills


* Proven ability to perform gap analysis, draw conclusions and make recommendations to enhance business systems, processes and procedures


* Strong financial and business acumen


* Lean ...