Manager, Customer Care Operations

Responsibilities:     The Manager of Customer Care Operations is responsible to lead, manage, and monitor the daily operations of the domestic US department to ensure departmental goals and processes align with organizational goals and objectives, providing for the effective execution of Sales and customer support. The successful candidate will assist in the development and execution of training for global best practices for Customer Care and is responsible to lead the supervisory team and staff members with a motivating vision and sense such that Victaulic's business strategies, model, initiative and objectives result in continued profit and revenue growth. Additional responsibilities include the following:1.  Making critical decisions after identification and assessment of opportunities and risks.2.  Ensuring adherence of inside sales staff to policies & procedures to provide optimal and consistent customer service in a profitable and professional manner.3.  Ensure Lean philosophy is effectively applied to the inside sales environment.4.  Develop key performance indicators to identify and correct service deficiencies through root cause analysis and in working with cross functional teams.5.  Work closely with all facets and levels of the organization to provide superior customer service.6.  Develop Customer Care teams possessing a collaborative approach between staff, Sales and Operations to the benefit of the customer and organization.7.  Analyze data related to customer relationship management, customer integration of product delivery system, and to recommend and institute improvements.8.  Assist in the formulation and adherence to profit and revenue against budget.9.  Direct the performance management and review process for all Customer Care teams.10.  Assist in directing the hiring, development, and retention of Customer Care team members for the advancement of key operational initiatives.Qualifications:1.  Bachelors degree in Business, Marketing or Accounting2.  Minimum of five years management experience and in customer relationship management practices and software.3.  Experience in applying Lean philosophy to an administrative environment required.4.  Demonstrated leadership, mentoring and coaching skills with ability to direct cross-function teams in a dynamic and global business environment.5.  Must possess strong interpersonal, communication, presentation, and negotiation skills with effective interaction at every level of an organization.6.  Intimate knowledge of piping products and related manufacturing methods desired.7.  Project management ability in support business process, systems improvements, and change management experience required.8.  Must possess analytical thinking and business acumen.9.  Proficient in CRM and web-based business systems, PC application and software.10.  Willing to travel overnight and internationally.    Company: Victaulic Location: Easton, PA 18040 Status: Full Time, Employee Job Category: Customer Support/Client Care Occupation: Account Management (Non-Commissioned);Call Center;Technical Customer Service Career Level: Manager (Manager/Supervisor of Staff) Work Experience: 5+ to 7 Years Education Level: Bachelor's Degree Company: Victaulic Address: 4901 Kesslersville RoadEaston,PA 18040