Customer Care Leader - SLA & Experience Excellence

Biocare Us; Tempe (AZ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401k with Employer Match

Life and Disability Insurance

Employee Assistance Program (EAP)

Marketplace Perks at Work

Job summary

Biocare Us in Tempe, AZ is seeking a Customer Care Manager to oversee daily operations of the Customer Care Team. You will lead and motivate the team, monitor metrics, and collaborate with other departments to deliver world-class service.

The role requires strong analytical abilities, experience in sales operations, and excellence in planning, organizing, and communication. You will manage SLA metrics, coordinate with stakeholders, and support process improvements to ensure a seamless customer

Qualifications

• 3 to 5 years related experience.
• Experience in customer facing role handling complex issues.
• Proven ability to lead teams and improve processes.

Responsibilities

• Oversee the daily operation of the Customer Care Team.
• Lead and motivate the team, monitor metrics, and coordinate with other departments.
• Develop, implement, and monitor SLA metrics.
• Coordinate with stakeholders to ensure a seamless customer experience.
• Identify efficiency gaps and implement improvement solutions.
• Review order accuracy and external communications for quality.
• Analyze escalated incidents and identify trends.
• Work with Salesforce, SAP, MS Office, and other systems.

Skills

Analytical thinking

Sales operations knowledge

Planning & organizing

Independent worker

Interpersonal communication

Confidentiality

Tools

Salesforce

SAP

MS Office

Job description

Biocare Us in Tempe, AZ is seeking a Customer Care Manager to oversee daily operations of the Customer Care Team. You will lead and motivate the team, monitor metrics, and collaborate with other departments to deliver world-class service.

The role requires strong analytical abilities, experience in sales operations, and excellence in planning, organizing, and communication. You will manage SLA metrics, coordinate with stakeholders, and support process improvements to ensure a seamless customer