Customer Care Manager

Stuller, Inc.

Lafayette (LA)

On-site

USD 60,000 - 85,000

Full time

14 days+

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Benefits offered by this job

Comprehensive health benefits

Wellness initiatives

Job summary

A leading jewelry manufacturer in Lafayette, Louisiana, is seeking a Customer Care Manager to lead a high-performing call center team. This role involves driving exceptional customer experiences, fostering a positive culture, and ensuring operational excellence. The ideal candidate will possess strong leadership and communication skills, proven experience in customer service, and a commitment to continuous improvement.

Qualifications

Proven leadership in a customer service or call center environment.
Strong communication, decision-making, and problem-solving skills.
Ability to adapt quickly and stay positive under pressure.
Self-motivated, proactive, and committed to excellence.
Flexible schedule to meet evolving business needs.

Responsibilities

Lead, coach, and develop your team to perform at their best.
Create a culture of trust, accountability, and continuous improvement.
Ensure every customer interaction is handled with professionalism.
Proactively identify and address customer needs.
Oversee daily call center operations, ensuring performance targets are met.
Improve policies, processes, and workflows.

Skills

Leadership

Communication

Problem-solving

Adaptability

Self-motivation

Tools

Oracle

Five9

Verint

LevelAI

Job description

Overview

Join our Customer Care Manager role at Stuller, Inc. In this role, you’ll lead a high-performing call center team, drive exceptional customer experiences, and foster a positive solutions-focused culture.

Join our Customer Experience team and be part of a dynamic environment where you’ll help jewelers worldwide create unforgettable moments for their customers. The Customer Care Operations team supports call center excellence by partnering with leadership to optimize staffing, streamline training, and ensure a balance of structure and flexibility. The team drives performance through data-driven planning, ongoing development, and real-time workforce management.

Key Responsibilities

Lead, coach, and develop your team to perform at their best.
Create a culture of trust, accountability, and continuous improvement.
Ensure every customer interaction is handled with professionalism, empathy, and efficiency.
Proactively identify and address customer needs, resolving escalations quickly.
Oversee daily call center operations, ensuring performance targets are met.
Improve policies, processes, and workflows to boost efficiency and satisfaction.
Monitor and report on performance, trends, and opportunities.
Collaborate across departments to deliver seamless service.

Basic Qualifications

Proven leadership in a customer service or call center environment.
Strong communication, decision-making, and problem-solving skills.
Ability to adapt quickly and stay positive under pressure.
Self-motivated, proactive, and committed to excellence.
Flexible schedule to meet evolving business needs.

Preferred Qualifications

Experience with the following systems or equivalents: Oracle, Five9, Verint, LevelAI

Summary

Stuller is the jewelry industry’s largest manufacturer, supplier, and technology developer in North America. With a customer base spanning the globe, we serve jewelry professionals through an unmatched selection of quality products, expert and friendly service, and the fastest delivery. We are powered by our employees, their creativity, their energy, and their commitment to creating exceptional experiences.

We are committed to our employees\' comprehensive health and happiness. Our award-winning wellness initiatives and benefits help Stuller to stand out as one of the top employers in Louisiana. Learn more about our benefits by clicking here.

Seniority level