Customer Care Manager
On-site · Fairfield, Ohio, United States
Job Summary
The Customer Care Manager will oversee day-to-day customer care operations, including Inside Sales, account management, quotes, and order processing. You’ll lead and coach Inside Sales and Customer Service representatives, set performance expectations, and drive a customer-centric culture. Responsibilities include ensuring service levels and response times, administering CSAT surveys, collaborating with Sales, Supply Chain, Quality, IT, and Finance to resolve issues and implement strategic improvements, managing ERP and CRM systems (e.g., SAP, Oracle, Salesforce), developing and improving SOPs, identifying bottlenecks and implementing scalable solutions, and leading continuous improvement initiatives to reduce errors and costs. You’ll also lead hiring, onboarding, and training initiatives and act as an escalation point for complex customer issues while tracking KPIs and driving data-driven decision-making.
Required Qualifications
- Bachelor’s degree in business, operations, or related field (or equivalent experience)
- Strong understanding of customer service metrics, ERP (SAP, Oracle) workflows, and best practices
- Experience leading teams and managing change
- Ability to work cross-functionally with procurement, supply chain, operations, sales, and finance to improve efficiency and overall customer experience
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.