Customer Care & Order Operations Manager

Victaulic; Carol Stream (IL); Presencial; USD 95.000 - 110.000; Jornada completa

Descripción de la vacante

Victaulic, based in Carol Stream, IL, is seeking a Customer Care Manager to lead a team of Customer Care Representatives and Order Entry Specialists. You will oversee order processing, stock checks, pricing requests, and customer inquiries while coordinating with sales, supply chain, and distribution partners to resolve escalations.

The ideal candidate has 5-7+ years in customer relations, including supervisory experience, and excels at coaching, communication, and process improvement in a

Formación

• 5-7+ years of experience in customer relations or order entry, including at least 1-2 years in a supervisory role.
• Proven ability to lead a team in a fast-paced, high-volume environment.
• Exceptional verbal and written communication skills, including conflict resolution.

Responsabilidades

• Lead, coach, and develop a team of Customer Service & Order Entry Specialists.
• Oversee daily order processing in Epicor-based systems to ensure accuracy and timeliness.
• Serve as escalation point for complex inquiries, pricing issues, and stock/sourcing problems.
• Monitor team performance against service-level metrics and implement improvements.
• Partner with outside sales, supply chain and distribution to resolve sourcing challenges and align on customer priorities.
• Drive process improvements across order entry and customer service workflows to reduce errors.
• Manage team schedules and staffing to ensure adequate coverage, including peak periods.
• Collaborate with internal departments to resolve systemic customer issues and improve cross-functional processes.
• Provide regular reporting to leadership on team performance and customer trends.

Conocimientos

Leadership

Customer relations

Communication skills

Problem solving

Process improvement

Educación

University degree or college diploma

Herramientas

Epicor ERP

MS Office

Descripción del empleo

Victaulic, based in Carol Stream, IL, is seeking a Customer Care Manager to lead a team of Customer Care Representatives and Order Entry Specialists. You will oversee order processing, stock checks, pricing requests, and customer inquiries while coordinating with sales, supply chain, and distribution partners to resolve escalations.

The ideal candidate has 5-7+ years in customer relations, including supervisory experience, and excels at coaching, communication, and process improvement in a