Customer Care & Shipping Manager — Lead & Optimize Ops

PlayCore; Carrollton (GA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

401k with 4% matching

Paid Vacation/PTO/Sick

11 Paid Holidays

Job summary

PlayCore in Carrollton, GA is seeking an experienced Customer Care Manager to lead a 15–20 person in-house team, drive customer satisfaction, and coordinate with ERP NetSuite and 3CX software. The role requires strong leadership, project management, and proficient use of Word, Excel, PowerPoint, and Outlook, with travel up to 10%.

Candidates with 5+ years in customer service leadership, manufacturing experience, and knowledge of recreational products are preferred.

Qualifications

• 5+ years of customer service management preferred
• Specific industry experience or knowledge in recreational products preferred
• Previous leadership role demonstrates ability to lead people and achieve team objectives
• Experience within a manufacturing environment is a plus
• Strong time and project management skills
• Strategic and tactical thinker
• Excellent communication and presentation skills
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook)

Responsibilities

• Supports all department activities to facilitate flow of communication and efficient use of shared resources, ensuring Customer Care objectives are met
• Accomplishes the department’s human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees
• Ensures solid communication with customers by phone, video, email, and face to face
• Improves efficiency, effectiveness and quality by evaluating and re-designing processes; establishing and communicating service metrics; analyzing results; implementing changes
• Reviews internal data to support tactical and strategic decisions
• Handles disruptions to customer satisfaction, such as missed ship dates, shortages, defective materials, and general escalations. Provides feedback to the Customer Care Manager and other company leadership regarding service failures or customer concerns
• Keeps accurate records of discussions or correspondence with customers
• Works closely with other departments and managers in the organization
• Develops and document SOP’s for all functions customer care related
• Manages calls through call center software like 3CX
• Completes other special projects as directed and outlined by Customer Care Manager or other management staff

Job description

PlayCore in Carrollton, GA is seeking an experienced Customer Care Manager to lead a 15–20 person in-house team, drive customer satisfaction, and coordinate with ERP NetSuite and 3CX software. The role requires strong leadership, project management, and proficient use of Word, Excel, PowerPoint, and Outlook, with travel up to 10%.

Candidates with 5+ years in customer service leadership, manufacturing experience, and knowledge of recreational products are preferred.