CUSTOMER CARE MANAGER
: Job Details :

**Customer Care Manager - Orangeburg, SC**

**General Summary**:

This is a management role for the Customer Care Organization comprised of our Americas Sales Assistants. This position will supervise the day-to-day activities and deliverables from the Sales Assistants and ensure that the service level to the customer is optimized.

**Principal Duties and Responsibilities:**

* Provide team supervision and consultation on critical issues, with centralized and unified messaging to the team.

* Drive process and procedure consistency, KPI development, deployment and tracking.

* Enable the team to easily support any Customer Care related billing issue regardless of market.

* Drive improvement in NPS scores via exemplary customer support.

* Accountable for Customer Portal maintenance.

* Responsible for generating analytic reports for TAMs, TMs and FAEs out of CRM.

* Support Sales Assistants training and team development.

* Responsible for Kronos documentation and timecard approval for each team member

* Responsible to assign and verify incoming VSL requests, review all VSLs to confirm they have been completed in both the VSL and CRM systems.

* Support improved capability to provide backup when colleagues are out.

* Assist and coordinate on-site customer visits with territory managers, technical account managers, research scientists, engineering or quality teams as needed, and log visits on TEAMS calendar.

* Supervise all facets of the order process to include ship method, schedule, quantity, pricing and terms to ensure customer's expectations are met or preferably exceeded.

* Provide direction to the team to resolve customer non-conformance claims and issue return authorizations as determined by ISMs and/or the Quality Organizations.

* Work with sales management to develop additional KPIs so that the team's performance can be measured and improvements can be made where needed.

**Performance Standards:**

* KPI development, tracking and measurement

* Drive improved NPS scores via exceptional customer service.

* Meet monthly internal training goals as established by the Zeus Training Team

**Knowledge, Skills, and Abilities Required**

* 4-year Bachelor degree and 8+ years' experience with inside sales

Disclaimer Statement: *Job description is not intended to be an exhaustive list of all job duties and/or knowledge, skills, and abilities required, but a description of the job's most important elements. Nothing in this description restricts management's right to assign or reassign duties and responsibilities to this job at any time.*