Customer Care Manager: Epicor-Driven Team Leader

Victaulic Company; Carol Stream (IL); On-site; USD 95,000 - 110,000; Full time

Benefits offered by this job

Health, dental, vision coverage

Tuition reimbursement

Continuous learning opportunities

Retirement with company match

Job summary

Victaulic is seeking a Customer Care Manager in Carol Stream, IL to lead a team of Customer Care Representatives and Order Entry Specialists. The role includes coaching, hiring, onboarding, and driving exceptional order processing with our Epicor system and web-based tools.

You will coordinate with outside sales, supply chain, and distribution to resolve escalations and improve service levels. The ideal candidate has 5-7+ years in customer relations or order entry with supervisory experience,

Qualifications

• 5-7+ years in customer relations or order entry, with supervisory experience.
• Proven ability to lead and develop a team in a high-volume environment.
• Exceptional verbal and written communication, managing difficult conversations.

Responsibilities

• Lead and develop a team of Customer Care Representatives and Order Entry Specialists.
• Oversee daily order processing in Epicor and web-based systems.
• Serve as escalation point for complex inquiries, pricing issues, and stock problems.
• Monitor performance against service metrics and implement improvement plans.
• Collaborate with outside sales, supply chain, and distribution to resolve issues.
• Provide regular reporting on team performance and customer trends.

Skills

Team leadership

Customer relations

Communication

Problem solving

Process improvement

Education

University degree

College diploma

Tools

Epicor

MS Office

Job description

Victaulic is seeking a Customer Care Manager in Carol Stream, IL to lead a team of Customer Care Representatives and Order Entry Specialists. The role includes coaching, hiring, onboarding, and driving exceptional order processing with our Epicor system and web-based tools.

You will coordinate with outside sales, supply chain, and distribution to resolve escalations and improve service levels. The ideal candidate has 5-7+ years in customer relations or order entry with supervisory experience,