Customer Care Manager

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

Benefits offered by this job

Health, dental, vision coverage

Tuition reimbursement

Continuous learning opportunities

Retirement with company match

Job summary

Victaulic is seeking a Customer Care Manager in Carol Stream, IL to lead a team of Customer Care Representatives and Order Entry Specialists. The role includes coaching, hiring, onboarding, and driving exceptional order processing with our Epicor system and web-based tools.

You will coordinate with outside sales, supply chain, and distribution to resolve escalations and improve service levels. The ideal candidate has 5-7+ years in customer relations or order entry with supervisory experience,

Qualifications

• 5-7+ years in customer relations or order entry, with supervisory experience.
• Proven ability to lead and develop a team in a high-volume environment.
• Exceptional verbal and written communication, managing difficult conversations.

Responsibilities

• Lead and develop a team of Customer Care Representatives and Order Entry Specialists.
• Oversee daily order processing in Epicor and web-based systems.
• Serve as escalation point for complex inquiries, pricing issues, and stock problems.
• Monitor performance against service metrics and implement improvement plans.
• Collaborate with outside sales, supply chain, and distribution to resolve issues.
• Provide regular reporting on team performance and customer trends.

Skills

Team leadership

Customer relations

Communication

Problem solving

Process improvement

Education

University degree

College diploma

Tools

Epicor

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).

VICTAULIC STAFFING PARTNER COMMUNICATION POLICY

All staffing agencies are strictly forbidden from directly contacting any Victaulic employees, except those within the Human Resources/Talent Acquisition team. All communications, inquiries and candidate submissions must be routed through Victaulic's Human Resources/Talent Acquisition team. Non-compliance with this policy may result in the suspension of partnership, cancellation of the current contract, and/or the imposition of a mandatory probation period before any future business can resume. Additionally, non-compliance may lead to a permanent ban on future business. This policy ensures a streamlined and compliant recruitment process. Let's Build a Better World Together.

victaulic.com/careers #LI-KP1 Victaulic is a leader in pipe joining solutions, with over 5,500 employees involved in some of the most prestigious construction projects worldwide. From the Hoover Dam to Bird's Nest National Olympic Stadium in Beijing, Victaulic is there- increasing stability and sustainability wherever we go. While working for a fast-growing global leader is attractive, most Victaulic employees feel our best attributes are what we do for our people. This means doing things like building from within, sticking to our word, taking care of each other, and doing the right thing even when no one is watching. This blend of extraordinary opportunity and genuine caring is why so many people choose to build their lives and careers with us.