Customer Care & Shipping Manager: Lead & Optimize Ops

PlayCore Holdings, Inc.; Carrollton, Northern (GA, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

401k with 4% matching

Paid Vacation/PTO/Sick

11 Paid Holidays

Job summary

PlayCore Holdings, Inc. in Carrollton, GA is seeking an Assistant Customer Care and Shipping Manager to lead the customer care and shipping functions, ensure on-time fulfillment, and drive service excellence.

You will supervise 15–20 staff, coordinate with manufacturing, and implement SOPs, while leveraging NetSuite and 3CX to optimize operations. Occasional travel up to 10% is expected.

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.

Responsibilities

• Supports all department activities to facilitate flow of communication and efficient use of shared resources.
• Leads recruitment, onboarding, training, scheduling, coaching and disciplining employees.
• Ensures solid communication with customers by phone, video, email and face to face.
• Evaluates and redesigns processes; establishes service metrics and communicates results.
• Reviews internal data to support tactical and strategic decisions.
• Manages disruptions to customer satisfaction and escalations; provides feedback to leadership.
• Keeps accurate records of discussions or correspondence with customers.
• Works with other departments and documents SOPs for customer care.
• Manages calls through call center software like 3CX.
• Travel up to 10% as required.

Skills

Team leadership

Time management

Project management

Process improvement

Strategic thinking

Strong communicator

Training & development

Customer orientation

Travel readiness

Tools

NetSuite

3CX

Microsoft Office

Job description

PlayCore Holdings, Inc. in Carrollton, GA is seeking an Assistant Customer Care and Shipping Manager to lead the customer care and shipping functions, ensure on-time fulfillment, and drive service excellence.

You will supervise 15–20 staff, coordinate with manufacturing, and implement SOPs, while leveraging NetSuite and 3CX to optimize operations. Occasional travel up to 10% is expected.