Position Summary:
The successful Customer Care Manager is dedicated to delivering an unparalleled level of service to all our customers. Managing a team of four, the Customer Care Manager is collaborative, adaptive, highly organized and process oriented. The Customer Care Manager is responsible for driving customer retention, ensuring the accurate flow of critical business transactions, and supporting our new and existing sales efforts as well as building strong interdepartmental relationships. This position may be located on site in Hometown or Hazleton, PA.
Essential Duties and Responsibilities:
Qualifications and Essential Skills
Bachelor’s degree and/or 3-5 years of experience in a Customer Service leadership role serving a variety of clients and channels.
Experience in manufacturing and/or business-to-business sales service a plus.
Experience in consumer goods a plus.
Strong analytical and problem-solving skills.
Excellent interpersonal skills.
Extremely detail oriented.
Strong sense of urgency and a proactive mindset
Adaptable. Ability to pivot with change.
Ability to navigate difficult customer situations.
A passion for driving and improving business processes and outcomes.
Strong leadership approach that combines direct involvement in tasks with the responsibilities of guiding and mentoring the team by offering constructive feedback along the way.
Uses time efficiently, while managing competing demands.
Experience with Live Chat functionality is a plus.
Advanced MS Office Suite and systems skills, primarily in Excel.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use his or her hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. Specific vision abilities required by this job include ability to accurately compare color and pattern of products to quality control standards. Frequent requirement for attention to detail; prolonged use of a computer terminal, telephones and other electronic equipment. The employee must be able to lift and /or move up to 50 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment may be moderate to occasionally loud and PPE may be required. Appropriate hearing protection while in the plant is required as noise levels within the facility meet OSHA requirements for hearing protection equipment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Managers typically work in an office environment although projects may be involved with the possibly that will take them to non-standard workplaces.
Highwood provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, veteran status or any other characteristic protected by the law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.