Customer Care Manager

Mettler Toledo AG; Columbia (MD); On-site; USD 70,000 - 90,000; Full time

Job summary

Mettler Toledo AG in Columbia, Maryland is seeking a Customer Care Manager to lead and develop their customer care team. In this role, you will be responsible for order entry, invoicing, and ensuring exceptional customer satisfaction by resolving issues and fostering talent development.

Your leadership will be vital in monitoring order fulfillment and driving process improvements while collaborating with Finance and Accounting to ensure operational excellence.

Qualifications

• Experience in customer care management.
• Strong leadership and team development skills.
• Proficiency in order management and customer service processes.

Responsibilities

• Lead and develop the customer care team to ensure operational excellence.
• Oversee accurate and timely order fulfillment.
• Manage resolution of complex customer issues to ensure high-quality service.
• Monitor Days Sales Outstanding and address overdue accounts.
• Drive process improvements while ensuring compliance.

Job description

As our Customer Care Manager, you will lead and develop a dynamic team responsible for order entry, invoicing, and quoting, driving strategy and ensuring exceptional customer satisfaction. You will collaborate closely with Finance and Accounting while fostering talent development and resolving customer issues with strong leadership skills.

What You’ll Do

• Lead, train, and inspire the customer care team, overseeing quoting, order entry, and invoicing to ensure operational excellence.
• Oversee order fulfillment to guarantee accurate and timely processing from order receipt to delivery.
• Manage resolution of complex customer issues to deliver a seamless and high-quality customer experience.
• Monitor and manage Days Sales Outstanding (DSO) and collections, proactively addressing overdue accounts.
• Drive process improvements while ensuring SOX compliance and collaborate with cross-functional teams for enhanced customer satisfaction.
• Support bid preparation, contract negotiations, and act as the primary contact for Letters of Credit and related documentation.