Manager, Customer Care
Core
Manage and develop customer service teams to ensure effective order management, customer support, and process improvement initiatives.
Role type
Senior IC customer service manager
Builds
Customer support operations and order management processes
Domain
Life Sciences / Customer Service
Deliverable
dashboards & analysis
Required skills
People management, Operational excellence, Process improvement, ERP systems (SAP, Oracle, JDE), Analytical decision-making, KPI tracking, Cross-functional collaboration, Project management, Stakeholder management, Change management, Problem-solving
Preferred skills
Project Management certification, Six Sigma, Supply Chain Management background, Additional language skills
Technologies
SAP, Oracle, JDE, Microsoft Office
Responsibilities
Manage and develop teams of 10+ employees, Optimize service delivery and enhance customer satisfaction, Collaborate with Sales, Supply Chain, Finance, and Operations, Track key performance metrics and service level agreements, Guide complex cross-functional initiatives, Handle escalations effectively
Seniority
Senior, hands-on IC