Hybrid Customer Care Leader: Transformation & Ops

Tangle Teezer Ltd; Norwalk (CT); Hybrid; USD 120,000 - 190,000; Full time

Job summary

BIC World in Norwalk, Connecticut, seeks a Customer Service Manager to lead US Customer Care, delivering exceptional service while driving operational excellence across about $900M in order management.

You will shepherd a team of care professionals, shape new ways of working, align with Sales, Supply Chain, Finance and IT, and own SLAs, OTIF, and continuous improvement initiatives in a hybrid work model.

Qualifications

• Bachelor's degree or equivalent; supervisory experience is a plus.
• Strong analytical, problem-solving, and communication skills.
• Experience leading cross-functional teams and transformations.

Responsibilities

• Lead Customer Care transformation and continuous improvement initiatives.
• Oversee ~ $900M in order management and ensure accurate processing.
• Partner with Sales, Supply Chain, Finance, Marketing and IT to drive cross-functional initiatives.
• Coach and develop a high-performing Customer Care team.

Skills

Analytical skills

Problem-solving

Communication skills

Leadership experience

Change management

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Supervisory certification

Tools

JDE ERP

EDI

BI

WMS

Microsoft Office

Job description

BIC World in Norwalk, Connecticut, seeks a Customer Service Manager to lead US Customer Care, delivering exceptional service while driving operational excellence across about $900M in order management.

You will shepherd a team of care professionals, shape new ways of working, align with Sales, Supply Chain, Finance and IT, and own SLAs, OTIF, and continuous improvement initiatives in a hybrid work model.