Customer Care Manager

Victaulic; Carol Stream (IL); On-site; USD 95,000 - 110,000; Full time

Job summary

Victaulic, based in Carol Stream, IL, is seeking a Customer Care Manager to lead a team of Customer Care Representatives and Order Entry Specialists. You will oversee order processing, stock checks, pricing requests, and customer inquiries while coordinating with sales, supply chain, and distribution partners to resolve escalations.

The ideal candidate has 5-7+ years in customer relations, including supervisory experience, and excels at coaching, communication, and process improvement in a

Qualifications

• 5-7+ years of experience in customer relations or order entry, including at least 1-2 years in a supervisory role.
• Proven ability to lead a team in a fast-paced, high-volume environment.
• Exceptional verbal and written communication skills, including conflict resolution.

Responsibilities

• Lead, coach, and develop a team of Customer Service & Order Entry Specialists.
• Oversee daily order processing in Epicor-based systems to ensure accuracy and timeliness.
• Serve as escalation point for complex inquiries, pricing issues, and stock/sourcing problems.
• Monitor team performance against service-level metrics and implement improvements.
• Partner with outside sales, supply chain and distribution to resolve sourcing challenges and align on customer priorities.
• Drive process improvements across order entry and customer service workflows to reduce errors.
• Manage team schedules and staffing to ensure adequate coverage, including peak periods.
• Collaborate with internal departments to resolve systemic customer issues and improve cross-functional processes.
• Provide regular reporting to leadership on team performance and customer trends.

Skills

Leadership

Customer relations

Communication skills

Problem solving

Process improvement

Education

University degree or college diploma

Tools

Epicor ERP

MS Office

Job description

Job Description

VICTAULIC

Customer Care Manager

Carol Stream, IL

Full-Time

Customer Care

Victaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.

ABOUT VICTAULIC

Victaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries.

Our sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world’s most critical and prestigious structures.

AN INDUSTRY LEADER WITH A HEART AS BIG AS ITS AMBITION AND INNOVATION

At Victaulic, we’re committed to constructing a better world for and with our people.

Let’s Build a Better World Together.

Our commitment to our people is built on four pillars:

• We build from within.
• We stand behind our people.
• We foster an environment for constant learning.
• We engineer change for a more stable and sustainable world.

YOUR IMPACT STARTS HERE

We’re looking for a Customer Care Manager to lead a team of Customer Care Representatives and Order Entry Specialists who communicate with customers via phone and email, enter orders, and assist with stock checks, pricing requests, and general inquiries. You’ll oversee your team’s use of our Epicor system and web-based applications, ensuring accurate and timely order processing, and partner closely with our outside sales team and with supply chain and distribution partners to resolve escalations. This role calls for coaching and developing a team to perform in a fast-paced, demanding environment.

WHAT YOU’LL BUILD & OWN

• Lead, coach, and develop a team of Customer Service & Order Entry Specialists, including hiring, onboarding, performance management, and ongoing skill development.
• Oversee daily order processing on web-based Epicor systems, ensuring accuracy, timeliness, and adherence to service standards.
• Serve as the escalation point for complex customer inquiries, pricing issues, and stock/sourcing problems that require additional authority or cross-departmental coordination.
• Monitor team performance against service-level metrics (response time, order accuracy, customer satisfaction) and put improvement plans in place as needed.
• Partner with the outside sales team and with supply chain and distribution partners to resolve sourcing challenges and align on customer priorities.
• Identify and drive process improvements across order entry and customer service workflows to increase efficiency and reduce errors.
• Manage team schedules and staffing levels to ensure adequate coverage, including during peak periods.
• Collaborate with internal departments to resolve systemic customer issues and improve cross-functional processes.
• Provide regular reporting to leadership on team performance, customer trends, and operational challenges.

WHAT YOU BRING

• 5-7+ years of experience in customer relations or order entry, including at least 1-2 years in a supervisory or team lead role.
• Proven ability to lead, coach, and develop a team in a fast-paced, high-volume environment.
• Exceptional verbal and written communication skills, including the ability to manage difficult conversations and resolve conflict.
• Strong track record of building and maintaining customer relationships, including handling escalated issues.
• Demonstrated decision-making, problem resolution, and process-improvement skills.
• High degree of emotional intelligence and business integrity.
• Ability to prioritize and multi-task while driving results with minimal oversight.

WHAT SETS YOU APART

• Familiarity with Epicor or other ERP systems and MS Office applications.
• University degree or college diploma.

WHAT WE OFFER

Build A Better Career

• Competitive compensation with performance-based incentives
• Career development programs and internal promotion pathways - we build from within
• Tuition reimbursement and continuous learning opportunities

Build A Better Future

• Comprehensive health, dental, and vision coverage
• Retirement savings plans with company match
• Life insurance and disability coverage

Build A Better You

• Paid time off, holidays, and flexible work arrangements where applicable
• Employee Assistance Programs (EAP) and wellness resources
• Inclusive, team-oriented culture where people look out for one another

Build A Better World

Join a company whose products contribute to a safer, more sustainable built environment every day.

COMPENSATION

The base salary range for this position is $95,000-$110,000 annually. Actual compensation will be determined based on experience, qualifications, skills, and geographic location. This role may also be eligible for performance-based incentives and the full benefits package described above.

IMMIGRATION SPONSORSHIP

Victaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.

EQUAL EMPLOYMENT OPPORTUNITY

Victaulic is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, gender, color, religion, national origin, age, disability, veteran status, sexual orientation, genetic data, or other legally protected status. (Background checks may be required as part of our pre-employment process).

Let’s Build a Better World Together.