Americas Customer Care Leader

Oliver Healthcare Packaging; Grand Rapids (MI); On-site; USD 110,000 - 140,000; Full time

Job summary

Oliver Healthcare Packaging is seeking a seasoned Manager, Customer Care - Americas for our Grand Rapids facility. You will lead a cross-site customer care organization across Philadelphia, Grand Rapids, and Anaheim, driving service excellence and performance.

You will own the performance-management system, use data to identify risks and opportunities, and partner across Sales, Planning, Operations, Quality, Finance, and IT to improve order-to-cash processes.

Qualifications

• Bachelor's degree in business, operations, supply chain, or related field.
• 7+ years of progressive experience in customer care, order management, or related function.
• 5+ years of people-leadership experience with performance coaching and development.
• Experience leading teams across an order-to-cash environment.

Responsibilities

• Provide unified leadership for Customer Care across three sites and create consistent expectations.
• Own the performance-management system; use KPIs to set priorities and drive actions.
• Lead data-driven root-cause reviews to address recurring risks and gaps.
• Drive continuous-improvement initiatives from definition through adoption.
• Partner across Sales, Planning, Operations, Quality, Finance, IT, and AR in order-to-cash.
• Set escalation standards for missed orders, delivery risk, and quality concerns.

Skills

Leadership

People management

Cross-functional collaboration

Data-driven decision making

Customer care operations

Order-to-cash process

Education

Bachelor's degree in business/related field

Equivalent combination of education and experience

Tools

SAP S/4HANA

Microsoft Dynamics

CRM platforms

Reporting tools

Job description

Oliver Healthcare Packaging is seeking a seasoned Manager, Customer Care - Americas for our Grand Rapids facility. You will lead a cross-site customer care organization across Philadelphia, Grand Rapids, and Anaheim, driving service excellence and performance.

You will own the performance-management system, use data to identify risks and opportunities, and partner across Sales, Planning, Operations, Quality, Finance, and IT to improve order-to-cash processes.