Customer Care Manager

Biocare Us; Tempe (AZ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401k with Employer Match

Life and Disability Insurance

Employee Assistance Program (EAP)

Marketplace Perks at Work

Job summary

Biocare Us in Tempe, AZ is seeking a Customer Care Manager to oversee daily operations of the Customer Care Team. You will lead and motivate the team, monitor metrics, and collaborate with other departments to deliver world-class service.

The role requires strong analytical abilities, experience in sales operations, and excellence in planning, organizing, and communication. You will manage SLA metrics, coordinate with stakeholders, and support process improvements to ensure a seamless customer

Qualifications

• 3 to 5 years related experience.
• Experience in customer facing role handling complex issues.
• Proven ability to lead teams and improve processes.

Responsibilities

• Oversee the daily operation of the Customer Care Team.
• Lead and motivate the team, monitor metrics, and coordinate with other departments.
• Develop, implement, and monitor SLA metrics.
• Coordinate with stakeholders to ensure a seamless customer experience.
• Identify efficiency gaps and implement improvement solutions.
• Review order accuracy and external communications for quality.
• Analyze escalated incidents and identify trends.
• Work with Salesforce, SAP, MS Office, and other systems.

Skills

Analytical thinking

Sales operations knowledge

Planning & organizing

Independent worker

Interpersonal communication

Confidentiality

Tools

Salesforce

SAP

MS Office

Job description

The Customer Care Manager is responsible for overseeing the daily operation of the Customer Care Team. In this role, you will provide world class customer service by leading and motivating the customer service team, monitoring metrics, and coordinating with other departments.

Primary responsibilities:

• Work with customers to ensure an excellent sales process.
• Develop, implement, and closely monitor SLA metrics
• Coordinate efforts with key stakeholders, both internally and externally to solidify a seamless customer experience.
• Manage process flows to include and collaborate with multi-stakeholder business units and identify efficiency gaps and proactively implement solutions to address them
• Conduct quality review of order accuracy and external communications
• Collect and analyze data related to escalated incidents and problems, identifying trends, patterns, and potential correlations
• Work within multiple software systems to include Salesforce, SAP, MS Office, etc.
• Perform all other duties as assigned by management

Required competencies, knowledge, skills, and abilities:

• Strong analytical and problem-solving skills with the ability to think strategically and independently
• Knowledge of sales operations
• Excellent skills in the areas of planning, organizing, and negotiating to deliver results with a variable workload and multiple priorities
• Ability to work independently and as an active participant in a team environment
• Proficient computer skills, including intermediate to advanced level spreadsheet application ability
• Excellent interpersonal skills, including the ability to communicate effectively in both oral and written formats with customers, employees, and vendors at all levels
• Ability to maintain confidentiality
• Must possess the skills and abilities required to successfully perform all assigned duties and responsibilities
• Must be able to pass a drug test and background check aligned with state and federal laws and regulations

Required certifications, licenses, education, and experience:

• 3 to 5 years related experience
• Prior experience in customer facing role handling complex issues

Preferred education, competencies, knowledge, skills, and abilities:

• Prior 3PL experience
• Knowledge of REMS Program and Manufacturer Dropship
• Problem-solving and project management skills

Physical demands and work environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods sitting at a desk and working on a computer and/or phone

Why You Should Apply:

• Health Advocacy Program
• Caregiver Support Program
• Adoption Assistance Program
• Educational Assistance Program
• Up to 17 days (136 hours) Paid Time Off Accrued During Your First 12 Months
• Up to 40 hours Paid Sick Time Accrued Annually
• 401k with 5% Employer Match
• Company-paid Life and Disability Insurance
• Employee Assistance Program (EAP)
• Marketplace Perks at Work

We Are An Equal Opportunity Employer

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, gender, marital status, national origin, ancestry, disability, genetic information, medical condition, military/veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected by law.