Customer Care Manager

tesa; Grand Rapids (MI); On-site; USD 110,000 - 170,000; Full time

Job summary

tesa seeks a Head of Customer Care to lead day-to-day operations and evolve the function to meet changing customer expectations, while supporting the commercial organization and outside sales teams.

The role drives a high-performing team, recruits and mentors staff, and ensures timely, accurate handling of customer needs with a focus on continuous improvement and collaboration across departments.

Qualifications

• Bachelor’s degree plus 10 years Customer Care experience.
• Minimum five (5) years leadership experience.
• Automotive experience required.
• SAP experience preferred; CRM software proficiency needed.
• Must have current driver’s license and passport.
• Willingness to travel up to 10% domestically/internationally.

Responsibilities

• Manages Customer Care personnel to drive customer satisfaction and sales growth.
• Fosters collaboration with outside sales teams.
• Drives continuous improvement and change initiatives.
• Oversees SAP interfaces and portal management as needed.
• Establishes training programs for prompt, courteous service.
• Owns customer scorecard reporting and KPI improvements.
• Recruits, mentors and develops Customer Care Specialists.
• Ensures adherence to policies and timely communication across functions.

Skills

Customer care leadership

Communication skills

CRM proficiency

Team development

Education

Bachelor’s degree

Tools

SAP

CRM software

Job description

Are you ready to revolutionize tape with us?

At tesa , we're not just colleagues; we're collaborators who thrive on pushing boundaries and challenging the status quo. Our mission is to create sustainable adhesive solutions that improve the work, products, and lives of our customers - we're passionate about making a difference!

Internally, this position is calledHead of Customer Care andis responsible for leading the day-to-day operations of the Customer Care team while driving the ongoing evolution of the function to improve efficiency, adapt to changing customer expectations, and support tesa 's overall strategic objectives. This role ensures the delivery of exceptional customer service by overseeing the timely, accurate, and professional management of customer needs, while serving as a key partner to the commercial organization and outside sales teams. Additionally, the Head of Customer Care provides leadership through recruiting, developing, motivating, and coaching a high-performing team of Customer Care Specialists, fostering a culture of accountability, collaboration, and continuous improvement.

How you’ll help the formula:

• Manages Customer Care Personnel to allow for a high level of customer contact to drive customer satisfaction and sales growth.
• Fosters strong collaboration with outside sales teams.
• Challenges the status quo by driving continuous improvement, leading change initiatives, and implementing effective solutions to business challenges.
• Outlines requirements for EDI interfaces and portal management as needed.
• Establishes and implements training programs insuring prompt, courteous, and efficient service.
• Creates internal policies and procedures to fulfill customer specific requirements and ensure efficient department operations.
• Owns customer scorecard reporting and drives process improvements to address recurring issues and improve performance against key metrics.
• Establishes performance metrics, monitors results, and implements corrective actions to achieve business objectives.
• Ensures that all customer complaints / problems are recorded, reported and resolved promptly.
• Communicates daily with internal and external interfaces to maximize customer satisfaction.
• Builds and develops a high-performing Customer Care team that embraces collaboration, accountability, and continuous improvement.
• Works with the other departments to ensure smooth daily operations.
• Assures that all tesa policies and procedures are being followed and executed.
• Ensures timely and effective communication of key organizational updates to the Customer Care team.
• Recruits, mentors and develops Customer Care Specialists.
• Additional projects or duties assigned.

Key elements for your role:

• Bachelor’s Degree plus ten (10) years Customer Care experience.
• Minimum five (5) years leadership experience.
• Automotive experience required.
• Previous SAP experience; preferred.
• Have a deep understanding of customer service principles and best practices.
• Excellent communication skills, both verbal and written, are crucial.
• Proficiency in using customer relationship management (CRM) software, communication tools, and other relevant technology platforms is required.
• Must be able and willing to travel as required domestically / internationally up to 10%.
• Must have a current, valid driver’s licenseand passport.