Customer Care Manager

About the role

The Customer Care (CC) Manager oversees the Coatings business unit customer care team, consisting of approximately 10 employees. This role is currently hybrid (based in Tampa, FL or Andover, MA) with the option to travel up to 25%.

Responsibilities

• Lead, coach, and manage a team of Supervisors and Customer Care Representatives in daily activities including order entry, phone support, and Salesforce case management.
• Act as the escalation point for the CC team, demonstrating strong business acumen and problem-solving skills.
• Maintain and monitor CC Key Performance Indicators (KPIs) such as Order Accuracy, On-Time Order Entry, Returns Authorizations, and Credit Processing.
• Promote an account team mentality across functions and strengthen collaboration with Sales.
• Mentor team members to proactively anticipate and address customer needs, going beyond transactional support.
• Facilitate cross-training opportunities within the CC team to strengthen business support and drive cross-selling initiatives across product lines.
• Analyze Salesforce cases to identify trends, root causes, and opportunities to reduce case volume through process improvements.
• Standardize and streamline order entry processes to improve consistency and enable further cross-training.

Requirements

• Minimum 5+ years of customer service management experience.
• Prior experience in building materials and/or manufacturing industry is strongly preferred, especially in technical/solutions-driven service environments.
• Proven leadership experience, with a track record of implementing KPIs and SOPs that drive measurable improvements.
• ERP system experience required; Syspro experience a plus but not required.
• Strong organizational skills and a passion for advocating for customers while balancing company objectives.
• Proficiency with Microsoft Office Suite, Salesforce, and Power BI.

Qualifications

• Compensation: $90,000.00-$115,000.00 a year. Actual pay is dependent on candidates overall skills for the role.
• Annual bonus eligible.
• Progressive paid time off policy that empowers you to take the time you need to recharge.
• 401K Employer contribution plan, with eligibility the first of the month following 90 days of employment.
• Excellent health, dental and vision insurance packages to fit your needs.
• A values-driven culture with colleagues that rally around People, Accountability, Trust and Execution.

Skills

• Strong leadership and coaching skills.
• Effective communication and problem-solving abilities.
• Experience with CRM systems (Salesforce).
• Ability to analyze data and implement process improvements.
• Strong organizational and multitasking skills.

Benefits

• Progressive paid time off policy.
• 401K Employer contribution plan.
• Excellent health, dental and vision insurance packages.
• A values-driven culture with colleagues that rally around People, Accountability, Trust and Execution.

Pay

$90,000.00-$115,000.00 a year. Actual pay is dependent on candidates overall skills for the role.

Schedule

This position is currently hybrid (based in Tampa, FL or Andover, MA); 3 days in the office weekly. With the ability to travel 25%.