Customer Care Manager

Stuller, Inc.; Lafayette (LA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Wellness programs

Employee benefits

Job summary

Stuller, Inc. is seeking a Customer Care Manager to lead the global call center team, drive exceptional customer experiences, and foster a proactive, solutions-focused culture.

You will empower your staff to make strong decisions, resolve issues promptly, and continuously improve service levels. The role emphasizes data-driven staffing and real-time workforce management to support jewelers worldwide and strengthen customer loyalty.

Qualifications

• Experience leading a customer service or call center team.
• Strong communication and problem-solving skills.
• Ability to adapt quickly under pressure.
• 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, 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.

Skills

Leadership

Communication

Problem-solving

Adaptability

Self-motivated

Proactive

Flexibility

Tools

Oracle

Five9

Verint

LevelAI

Salesforce

Job description

Brief Description

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 Operation

Brief Description

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.
We’re looking for a proactive, people-focused leader to join our team as Customer Care Manager. In this role, you’ll lead a high-performing call center team, drive exceptional customer experiences, and foster a positive solutions-focused culture. You’ll empower your team to make great decisions, solve problems before they arise, and continuously improve how we serve our customers. You’ll have the opportunity to lead a motivated team, make a real impact on customer loyalty, and be part of a culture that values innovation, empowerment, and exceptional service.

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

• Preferred experience with the below systems or equivalent
  • Oracle
  • Five9
  • Verint
  • LevelAI
  • Salesforce

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.