Customer Care Manager
Victaulic · Carol Stream, IL · 3 wk ago
OTHR$95k–$110k/yrFull-time
We need to output HTML fragment with sections: About the role? Actually the posting includes "About Victaulic", "YOUR IMPACT STARTS HERE", "What You'll Build & Own", "What You Bring", "What Sets You Apart", "What We Offer", "Compensation". Also maybe "About Victaulic" is about company, not role. The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should map headings accordingly. We need to include sections only when posting has real specific content. We need to avoid repeating job title as heading. Also drop metadata like Job ID, etc. Remove boilerplate: immigration sponsorship, EEO, legal, etc. Also remove duplicated lines. Also remove application instructions (none). Also remove "Let's Build a Better World Together." maybe part of boilerplate? It's a tagline but appears multiple times; we can drop as it's not substantive? Might be considered boilerplate. We'll keep substantive content: About Victaulic (company overview) maybe as "About the company"? Not listed but we can use "About Victaulic" as heading? The instruction says use headings like About the role etc. But we can still use About Victaulic as heading? It says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should map headings accordingly. We need to include sections only when posting has real specific content. We need to avoid repeating job title as heading. Also drop metadata like Job ID, etc. Remove boilerplate: immigration sponsorship, EEO, legal, etc. Also remove duplicated lines. Also remove application instructions (none). Also remove "Let's Build a Better World Together." maybe part of boilerplate? It's a tagline but appears multiple times; we can drop as it's not substantive? Might be considered boilerplate. We'll keep substantive content: About Victaulic (company overview) maybe as "About the company"? Not listed but we can use "About Victaulic" as heading? The instruction says use headings like About the role etc. But we can still use About Victaulic as heading? It says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It gives examples but not exclusive. Probably we should use those standard headings where applicable. Let's map:
- About Victaulic -> could be "About the role"? Not exactly. Maybe we treat as "About the company" but not in list. Could still use "About Victaulic" as heading; it's not prohibited. The instruction: "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It suggests those are typical but not exclusive. Safer to use those headings where content matches. Let's see sections:
- About Victaulic (company overview) -> could be "About the role"? Not exactly. Could be "About Victaulic" as heading; it's fine.
- YOUR IMPACT STARTS HERE -> could be "About the role" or "Responsibilities"? Actually it's intro to role. Could be "About the role".
- What You'll Build & Own -> responsibilities.
- What You Bring -> qualifications/requirements.
- What Sets You Apart -> skills or qualifications.
- What We Offer -> benefits.
- Compensation -> pay.
We should not include Schedule as not present.
We need to remove immigration sponsorship, EEO, legal, staffing partner policy, etc.
We need to preserve all substantive info.
Let's extract content:
About Victaulic paragraph: "Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries. Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures. AN INDUSTRY LEADER WITH A HEART AS BIG AS ITS AMBITION AND INNOVATION At Victaulic, we're committed to constructing a better world for and with our people. Let's Build a Better World Together. Our commitment to our people is built on four pillars: We build from within.We stand behind our people.We foster an environment for constant learning.We engineer change for a more stable and sustainable world."
We can keep that but maybe drop the tagline "Let's Build a Better World Together." as it's repetitive? It's part of the content but could be considered boilerplate? It's a slogan; but it's part of the company description. Might keep.
YOUR IMPACT STARTS HERE: "We're looking for a Customer Care Manager to lead a team of Customer Care Representatives and Order Entry Specialists who communicate with customers via phone and email, enter orders, and assist with stock checks, pricing requests, and general inquiries. You'll oversee your team's use of our Epicor system and web-based applications, ensuring accurate and timely order processing, and partner closely with our outside sales team and with supply chain and distribution partners to resolve escalations. This role calls for coaching and developing a team to perform in a fast-paced, demanding environment."
What You'll Build & Own: list of duties:
- Lead, coach, and develop a team of Customer Service & Order Entry Specialists, including hiring, onboarding, performance management, and ongoing skill development.
- Oversee daily order processing on web-based Epicor systems, ensuring accuracy, timeliness, and adherence to service standards.
- Serve as the escalation point for complex customer inquiries, pricing issues, and stock/sourcing problems that require additional authority or cross-departmental coordination.
- Monitor team performance against service-level metrics (response time, order accuracy, customer satisfaction) and put improvement plans in place as needed.
- Partner with the outside sales team and with supply chain and distribution partners to resolve sourcing challenges and align on customer priorities.
- Identify and drive process improvements across order entry and customer service workflows to increase efficiency and reduce errors.
- Manage team schedules and staffing levels to ensure adequate coverage, including during peak periods.
- Collaborate with internal departments to resolve systemic customer issues and improve cross-functional processes.
- Provide regular reporting to leadership on team performance, customer trends, and operational challenges.
What You Bring:
- 5-7+ years of experience in customer relations or order entry, including at least 1-2 years in a supervisory or team lead role.
- Proven ability to lead, coach, and develop a team in a fast-paced, high-volume environment.
- Exceptional verbal and written communication skills, including the ability to manage difficult conversations and resolve conflict.
- Strong track record of building and maintaining customer relationships, including handling escalated issues.
- Demonstrated decision-making, problem resolution, and process-improvement skills.
- High degree of emotional intelligence and business integrity.
- Ability to prioritize and multi-task while driving results with minimal oversight.
What Sets You Apart:
- Familiarity with Epicor or other ERP systems and MS Office applications.
- University degree or college diploma.
What We Offer: sections:
- Build A Better Career: Competitive compensation with performance-based incentives; Career development programs and internal promotion pathways—we build from within; Tuition reimbursement and continuous learning opportunities
- Build A Better Future: Comprehensive health, dental, and vision coverage; Retirement savings plans with company match; Life insurance and disability coverage
- Build A Better You: Paid time off, holidays, and flexible work arrangements where applicable; Employee Assistance Programs (EAP) and wellness resources; Inclusive, team-oriented culture where people look out for one another
- Build A Better World: Join a company whose products contribute to a safer, more sustainable built environment every day.
Compensation: "The base salary range for this position is $95,000–$110,000 annually. Actual compensation will be determined based on experience, qualifications, skills, and geographic location. This role may also be eligible for performance-based incentives and the full benefits package described above."
We should not include immigration sponsorship, EEO, staffing partner policy, etc.
Now produce HTML with headings and - for lists,
for prose.
We need to decide which sections to use.
Potential sections:
- About the company (maybe "About Victaulic")
- About the role (from YOUR IMPACT STARTS HERE)
- Responsibilities (What You'll Build & Own)
- Qualifications (What You Bring)
- Skills (What Sets You Apart) maybe combine with qualifications but we can separate.
- Benefits (What We Offer)
- Pay (Compensation)
We should not include Schedule.
Let's craft.
We'll output:
About Victaulic
... company overview ...
About the role
... role intro ...
Responsibilities
- ...
...
Qualifications
- ...
...
Skills
- ...
- ...
Benefits
- Competitive compensation with performance-based incentives
- Career development programs and internal promotion pathways—we build from within
- Tuition reimbursement and continuous learning opportunities
- Comprehensive health, dental, and vision coverage
- Retirement savings plans with company match
- Life insurance and disability coverage
- Paid time off, holidays, and flexible work arrangements where applicable
- Employee Assistance Programs (EAP) and wellness resources
- Inclusive, team-oriented culture where people look out for one another
- Join a company whose products contribute to a safer, more sustainable built environment every day
But maybe better to keep subheadings? Not required. Could keep as list.
Alternatively we could keep the "Build A Better Career/Future/You/World" as headings but not required. Simpler to just list.
Pay section:
Pay
The base salary range for this position is $95,000–$110,000 annually. Actual compensation will be determined based on experience, qualifications, skills, and geographic location. This role may also be eligible for performance-based incentives and the full benefits package described above.
We should not include "Compensation" heading? Use Pay as per instruction.
Now ensure we removed boilerplate: immigration sponsorship lines, EEO, staffing partner policy, "Let's Build a Better World Together." maybe we kept it in benefits? Actually we included a benefit line about that. That's okay.
We also need to remove duplicated lines: The immigration sponsorship appears twice; we removed.
Now check that we didn't include any placeholder like "commensurate with experience". Not present.
Now output only HTML fragment.
Let's craft the About Victaulic paragraph: we need to keep the content but maybe remove the tagline "Let's Build a Better World Together." as it's repetitive? It's part of the paragraph but we could keep it; it's not boilerplate? It's a slogan but appears also elsewhere. Might be okay to keep. However we already have a benefit line about that. Could keep it in About Victaulic as part of the description. It's not harmful.
Let's write:
Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries. Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures. AN INDUSTRY LEADER WITH A HEART AS BIG AS ITS AMBITION AND INNOVATION At Victaulic,
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It suggests those are typical but not exclusive. Safer to use those headings where content matches. Let's see sections:
- About Victaulic (company overview) -> could be "About the role"? Not exactly. Could be "About Victaulic" as heading; it's fine.
- YOUR IMPACT STARTS HERE -> could be "About the role" or "Responsibilities"? Actually it's intro to role. Could be "About the role".
- What You'll Build & Own -> responsibilities.
- What You Bring -> qualifications/requirements.
- What Sets You Apart -> skills or qualifications.
- What We Offer -> benefits.
- Compensation -> pay.
We should not include Schedule as not present.
We need to remove immigration sponsorship, EEO, legal, staffing partner policy, etc.
We need to preserve all substantive info.
Let's extract content:
About Victaulic paragraph: "Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries. Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures. AN INDUSTRY LEADER WITH A HEART AS BIG AS ITS AMBITION AND INNOVATION At Victaulic, we're committed to constructing a better world for and with our people. Let's Build a Better World Together. Our commitment to our people is built on four pillars: We build from within.We stand behind our people.We foster an environment for constant learning.We engineer change for a more stable and sustainable world."
We can keep that but maybe drop the tagline "Let's Build a Better World Together." as it's repetitive? It's part of the content but could be considered boilerplate? It's a slogan; but it's part of the company description. Might keep.
YOUR IMPACT STARTS HERE: "We're looking for a Customer Care Manager to lead a team of Customer Care Representatives and Order Entry Specialists who communicate with customers via phone and email, enter orders, and assist with stock checks, pricing requests, and general inquiries. You'll oversee your team's use of our Epicor system and web-based applications, ensuring accurate and timely order processing, and partner closely with our outside sales team and with supply chain and distribution partners to resolve escalations. This role calls for coaching and developing a team to perform in a fast-paced, demanding environment."
What You'll Build & Own: list of duties:
- Lead, coach, and develop a team of Customer Service & Order Entry Specialists, including hiring, onboarding, performance management, and ongoing skill development.
- Oversee daily order processing on web-based Epicor systems, ensuring accuracy, timeliness, and adherence to service standards.
- Serve as the escalation point for complex customer inquiries, pricing issues, and stock/sourcing problems that require additional authority or cross-departmental coordination.
- Monitor team performance against service-level metrics (response time, order accuracy, customer satisfaction) and put improvement plans in place as needed.
- Partner with the outside sales team and with supply chain and distribution partners to resolve sourcing challenges and align on customer priorities.
- Identify and drive process improvements across order entry and customer service workflows to increase efficiency and reduce errors.
- Manage team schedules and staffing levels to ensure adequate coverage, including during peak periods.
- Collaborate with internal departments to resolve systemic customer issues and improve cross-functional processes.
- Provide regular reporting to leadership on team performance, customer trends, and operational challenges.
What You Bring:
- 5-7+ years of experience in customer relations or order entry, including at least 1-2 years in a supervisory or team lead role.
- Proven ability to lead, coach, and develop a team in a fast-paced, high-volume environment.
- Exceptional verbal and written communication skills, including the ability to manage difficult conversations and resolve conflict.
- Strong track record of building and maintaining customer relationships, including handling escalated issues.
- Demonstrated decision-making, problem resolution, and process-improvement skills.
- High degree of emotional intelligence and business integrity.
- Ability to prioritize and multi-task while driving results with minimal oversight.
What Sets You Apart:
- Familiarity with Epicor or other ERP systems and MS Office applications.
- University degree or college diploma.
What We Offer: sections:
- Build A Better Career: Competitive compensation with performance-based incentives; Career development programs and internal promotion pathways—we build from within; Tuition reimbursement and continuous learning opportunities
- Build A Better Future: Comprehensive health, dental, and vision coverage; Retirement savings plans with company match; Life insurance and disability coverage
- Build A Better You: Paid time off, holidays, and flexible work arrangements where applicable; Employee Assistance Programs (EAP) and wellness resources; Inclusive, team-oriented culture where people look out for one another
- Build A Better World: Join a company whose products contribute to a safer, more sustainable built environment every day.
Compensation: "The base salary range for this position is $95,000–$110,000 annually. Actual compensation will be determined based on experience, qualifications, skills, and geographic location. This role may also be eligible for performance-based incentives and the full benefits package described above."
We should not include immigration sponsorship, EEO, staffing partner policy, etc.
Now produce HTML with headings and - for lists,
for prose.
We need to decide which sections to use.
Potential sections:
- About the company (maybe "About Victaulic")
- About the role (from YOUR IMPACT STARTS HERE)
- Responsibilities (What You'll Build & Own)
- Qualifications (What You Bring)
- Skills (What Sets You Apart) maybe combine with qualifications but we can separate.
- Benefits (What We Offer)
- Pay (Compensation)
We should not include Schedule.
Let's craft.
We'll output:
About Victaulic
... company overview ...
About the role
... role intro ...
Responsibilities
- ...
...
Qualifications
- ...
...
Skills
- ...
- ...
Benefits
- Competitive compensation with performance-based incentives
- Career development programs and internal promotion pathways—we build from within
- Tuition reimbursement and continuous learning opportunities
- Comprehensive health, dental, and vision coverage
- Retirement savings plans with company match
- Life insurance and disability coverage
- Paid time off, holidays, and flexible work arrangements where applicable
- Employee Assistance Programs (EAP) and wellness resources
- Inclusive, team-oriented culture where people look out for one another
- Join a company whose products contribute to a safer, more sustainable built environment every day
But maybe better to keep subheadings? Not required. Could keep as list.
Alternatively we could keep the "Build A Better Career/Future/You/World" as headings but not required. Simpler to just list.
Pay section:
Pay
The base salary range for this position is $95,000–$110,000 annually. Actual compensation will be determined based on experience, qualifications, skills, and geographic location. This role may also be eligible for performance-based incentives and the full benefits package described above.
We should not include "Compensation" heading? Use Pay as per instruction.
Now ensure we removed boilerplate: immigration sponsorship lines, EEO, staffing partner policy, "Let's Build a Better World Together." maybe we kept it in benefits? Actually we included a benefit line about that. That's okay.
We also need to remove duplicated lines: The immigration sponsorship appears twice; we removed.
Now check that we didn't include any placeholder like "commensurate with experience". Not present.
Now output only HTML fragment.
Let's craft the About Victaulic paragraph: we need to keep the content but maybe remove the tagline "Let's Build a Better World Together." as it's repetitive? It's part of the paragraph but we could keep it; it's not boilerplate? It's a slogan but appears also elsewhere. Might be okay to keep. However we already have a benefit line about that. Could keep it in About Victaulic as part of the description. It's not harmful.
Let's write:
Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries. Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures. AN INDUSTRY LEADER WITH A HEART AS BIG AS ITS AMBITION AND INNOVATION At Victaulic,
- for lists,
for prose. We need to decide which sections to use. Potential sections: - About the company (maybe "About Victaulic") - About the role (from YOUR IMPACT STARTS HERE) - Responsibilities (What You'll Build & Own) - Qualifications (What You Bring) - Skills (What Sets You Apart) maybe combine with qualifications but we can separate. - Benefits (What We Offer) - Pay (Compensation) We should not include Schedule. Let's craft. We'll output:
About Victaulic
... company overview ...
About the role
... role intro ...
Responsibilities
- ... ...
Qualifications
- ... ...
Skills
- ...
- ...
Benefits
- Competitive compensation with performance-based incentives
- Career development programs and internal promotion pathways—we build from within
- Tuition reimbursement and continuous learning opportunities
- Comprehensive health, dental, and vision coverage
- Retirement savings plans with company match
- Life insurance and disability coverage
- Paid time off, holidays, and flexible work arrangements where applicable
- Employee Assistance Programs (EAP) and wellness resources
- Inclusive, team-oriented culture where people look out for one another
- Join a company whose products contribute to a safer, more sustainable built environment every day
Pay
The base salary range for this position is $95,000–$110,000 annually. Actual compensation will be determined based on experience, qualifications, skills, and geographic location. This role may also be eligible for performance-based incentives and the full benefits package described above.
We should not include "Compensation" heading? Use Pay as per instruction. Now ensure we removed boilerplate: immigration sponsorship lines, EEO, staffing partner policy, "Let's Build a Better World Together." maybe we kept it in benefits? Actually we included a benefit line about that. That's okay. We also need to remove duplicated lines: The immigration sponsorship appears twice; we removed. Now check that we didn't include any placeholder like "commensurate with experience". Not present. Now output only HTML fragment. Let's craft the About Victaulic paragraph: we need to keep the content but maybe remove the tagline "Let's Build a Better World Together." as it's repetitive? It's part of the paragraph but we could keep it; it's not boilerplate? It's a slogan but appears also elsewhere. Might be okay to keep. However we already have a benefit line about that. Could keep it in About Victaulic as part of the description. It's not harmful. Let's write:Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries. Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures. AN INDUSTRY LEADER WITH A HEART AS BIG AS ITS AMBITION AND INNOVATION At Victaulic,