Customer Care Manager

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism - and we treat our employees like the valuable assets they are.

Founded in 1954, R.S. Hughes Co., Inc. is a dynamic, North American distributor of industrial supplies. With 49 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.

In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team!

Position Description

The Customer Care Manager (CCM) is responsible for delivering customer satisfaction by developing and supporting customer care teams and fostering relationships of cross functional stakeholders. CCM assists in process improvements, manages change initiatives, ensures frequent department communications, intervenes as needed with customer issues and problem solving, and ensures the team has the training, tools and proper staffing levels to be successful. Our people are our biggest assets and therefore the CCM will closely manage performance and customer (internal and external) interactions and provide coaching and development. This role is expected to adhere to all company policies and safety protocols.

Key Responsibilities Performed by a Successful Customer Care Manager:

• Responsible for the customer experience as it relates to customer for accounts assigned to their team.
• Responsible for monitoring reports and processes to ensure customer data and order management hygiene is in place.
• Assists in improving efficiencies in all order management channels: web orders, VMI, and AI.
• Responsible for the developing a team to successfully provide service to our customers by ensuring workload and performance is properly monitored and managed.
• Manage the performance and development of team, set clear objectives in line with organization objectives, and training requirements.
• Actively collaborate and communicate with cross functional departments to continually improve customer satisfaction.
• Proactively assist in enhancing the service and experience for our customers, implement action plans and escalation procedures to address problematic areas and identify improvements.
• Communicate effectively with team and stakeholders to provide feedback, resolve problems and drive solutions.
• Assist with on time delivery of department initiatives such as but not limited to: Customer Care transformation / Decoupling of functions and development of standardized processes & training.
• Manage service issues by clarifying customer complaints/on time ship issues by determining root cause and seeking solutions and escalating appropriately. Establish root cause analysis and communicate efficiently to the senior management team.
• Maintain up-to-date knowledge of products, customers, processes, systems and suppliers.
• Participate in external customer meetings and visits to represent R. S. Hughes' commitment to service.
• Align and support Training & Development Manager with implementation of training.
• Remain fully flexible to meet business requirements and demands.
• Set a positive example during challenging times.
• Other job duties as assigned.

Education/Certification/Licenses

• Bachelor's degree in business or related discipline and 6+ years of B2B customer service experience, with minimum of 3 years coaching, leadership, or manager experience with customer care teams.
• Order to Invoice experience ERP knowledge desired.
• Experience leading initiatives that produced significant results.
• Willingness to travel up to 15%.

Required Competencies That Will Make You Successful:

• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements or cultures.
• People Management: Proven track record for building high performing teams and leading teams through changes.
• Applied Learning: Assimilating and applying new job-related information in a timely manner.
• Building Trust: Interacting with others in a way that gives them confidence in one's intentions and those of the organization.
• Communication: Clearly conveying information and ideas through a variety of methods to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Managing work/time management: Effectively managing one's time and resources to ensure work is completed efficiently and accurately.
• Technical/Professional Knowledge: Having achieved a satisfactory level of technical and professional skill or knowledge in position related areas; keeping up with current development and trends in area of expertise.
• Tenacity: Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable.
• Detail Oriented: Working on tasks requiring great attention to detail, ability to multi-task.
• Leadership skills: Demonstrate team-building skills, flexibility and the ability to motivate others.
• Result Driven: Proven track record of driving results, leading projects, developing new ideas, managing change to move us closer to becoming our customers' trusted partner.

Target Base Compensation range for this exempt role is $95k - $105k DOE.

This is a Full-Time position, eligible to participate in the Company's benefit plans including: Paid Time off; major medical, dental, vision; Company paid short-term and long-term disability; paid parental leave; various supplemental benefit plans; and Employee Stock Ownership Program (ESOP).