Customer Care Transformation Leader

BIC; Shelton (CT); Hybrid; USD 110,000 - 165,000; Full time

Job summary

BIC World, headquartered in Norwalk, Connecticut, seeks a seasoned Customer Care Manager to lead the US Customer Service organization and manage a $900M order portfolio. You will drive OTIF improvements, resolution of issues, and strong cross-functional partnerships across Sales, Supply Chain, Finance, Marketing, and IT.

This role balances day-to-day operational excellence with transformation, talent development, and continuous improvement to deliver outstanding customer experiences in a hybrid

Qualifications

• Bachelor's degree or equivalent combination of education and experience; supervisory certification is a plus.
• 5-8 years in a CPG or complex customer-facing environment.
• Experience supporting major retail/ecommerce accounts.
• Minimum 4 years of people leadership experience.
• Experience with JDE or another core ERP system.

Responsibilities

• Lead and develop the Customer Care team with accountability for performance and continuous improvement.
• Oversee order processing and OTIF performance to ensure accuracy and timeliness.
• Collaborate cross-functionally with Sales, Supply Chain, Finance, Marketing and IT.
• Represent Customer Care priorities in cross-functional forums (S&OP, etc.).
• Drive transformation initiatives and new ways of working to raise service levels.

Skills

Leadership

Change management

Customer service

Cross-functional collaboration

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

JDE ERP

EDI

BI

WMS

MS Office

Job description

BIC World, headquartered in Norwalk, Connecticut, seeks a seasoned Customer Care Manager to lead the US Customer Service organization and manage a $900M order portfolio. You will drive OTIF improvements, resolution of issues, and strong cross-functional partnerships across Sales, Supply Chain, Finance, Marketing, and IT.

This role balances day-to-day operational excellence with transformation, talent development, and continuous improvement to deliver outstanding customer experiences in a hybrid