Customer Care Manager

Leslie's; Clarksburg (MD); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Paid training

Benefits package

401K with company match

Employee discounts

Job summary

Leslie's in Clarksburg, MD is seeking a Customer Care Manager to oversee the Service Coordinator and Delivery teams, driving customer engagement, streamline delivery scheduling, and provide hands-on leadership to support your team's operational success.

You will collaborate with sales, service and management to meet daily targets, uphold safety protocols, and foster a culture of accountability and customer satisfaction while supporting retention initiatives and process improvements.

Qualifications

• Proven track record leading a team in a hands-on, fast-paced operational environment.
• Strong ability to multitask and manage competing priorities across multiple locations.
• Comfortable utilizing inventory systems, scheduling tools, and GPS/fleet management software.
• Exceptional problem-solving abilities, sharp attention to detail, and a customer-first mindset.

Responsibilities

• Support the Delivery Coordinator with backyard delivery scheduling, shipment intake, warehouse stocking, and order staging.
• Enforce company policies, safety protocols, and performance standards across all team activities.
• Foster a positive work culture rooted in teamwork, high accountability, and customer satisfaction.
• Collaborate with sales, service, and management teams to ensure seamless cross-departmental operations.
• Partner with Service and Delivery Coordinators to meet daily scheduling targets and organizational goals.
• Serve as the primary point of contact for escalated customer service situations
• Ensure prompt, professional communication regarding warehouse pickups, repairs, and deliveries
• Develop and execute initiatives to improve customer retention and satisfaction.
• Oversee shipments to verify product condition and order accuracy.
• Coordinate with Warehouse Manager to ensure inventory is organized and transferred
• Drive proactive scheduling by ensuring Service Coordinators schedule delivered parts for customers
• Monitor and manage Open Orders and Open Invoices to minimize backlogs.

Skills

Team leadership

Multitasking

Customer focus

Operations scheduling

Job description

DIVE IN TO A NEW CAREER WITH A LESLIE'S COMPANY:

With over 30 years of experience and expertise, Capital Hot Tubs has solidified its position as a leading provider of indulgent experiences. We became a part of Leslie's family in August 2021. Our legacy as a premier hot tub, swim spa, and sauna specialty retailer is built on a foundation of delivering exceptional products and unparalleled customer experiences. Our dedicated Service and Water Valet teams stand ready to cater to your needs, ensuring that your experience with our products is always seamless and satisfying.

DIVE IN TO A NEW CAREER WITH A LESLIE'S COMPANY:

With over 30 years of experience and expertise, Capital Hot Tubs has solidified its position as a leading provider of indulgent experiences. We became a part of Leslie's family in August 2021. Our legacy as a premier hot tub, swim spa, and sauna specialty retailer is built on a foundation of delivering exceptional products and unparalleled customer experiences. Our dedicated Service and Water Valet teams stand ready to cater to your needs, ensuring that your experience with our products is always seamless and satisfying.

Job Overview:

The Customer Care Manager oversees the daily operations of our Service Coordinator and Delivery teams. In this role, you will drive customer engagement, streamline scheduling for deliveries, and provide hands-on leadership to support your team's operational success.

Compensation Range:

Compensation Range: $60,000 - $70,000 /Base Salary
Compensation within range to be determined by the applicant's education, experience, knowledge and skills, as well as internal equity and alignment with market data.

Responsibilities:

• Support the Delivery Coordinator with backyard delivery scheduling, shipment intake, warehouse stocking, and order staging.
• Enforce company policies, safety protocols, and performance standards across all team activities.
• Foster a positive work culture rooted in teamwork, high accountability, and customer satisfaction.
• Collaborate with sales, service, and management teams to ensure seamless cross-departmental operations.
• Partner with Service and Delivery Coordinators to meet daily scheduling targets and organizational goals.
• Serve as the primary point of contact for escalated customer service situations
• Ensure prompt, professional communication regarding warehouse pickups, repairs, and deliveries
• Develop and execute strategic initiatives to improve customer retention and satisfaction.
• Oversee incoming and outgoing shipments to verify product condition and order accuracy.
• Coordinate with the Warehouse Manager to ensure all inventory is organized, tracked, and correctly transferred
• Drive proactive scheduling by ensuring Service Coordinators promptly schedule delivered parts for customers
• Monitor and manage In-Stock Open Orders and Open Invoices to minimize backlogs.

Qualifications:

• Proven track record leading a team in a hands-on, fast-paced operational environment.
• Strong ability to multitask and manage competing priorities across multiple locations.
• Comfortable utilizing inventory systems, scheduling tools, and GPS/fleet management software.
• Exceptional problem-solving abilities, sharp attention to detail, and a customer-first mindset.

We offer our employees competitive compensation, extensive paid training, comprehensive and flexible suite of benefits package, 401K with company match, team member discounts, rewards for top performers, and most importantly career advancement opportunities.

Leslie's recognizes a critical component to our continued success is our people. Leslie's is proud to have a culture of inclusion that seeks to celebrate and embrace the different backgrounds and perspectives that help drive our success and support team members in developing and growing with us. We aim to create a workplace where all team members feel welcomed and valued and inspire each other every day.