Job Abstract

Position: Customer Care Manager

Company is a fun and fast paced entrepreneurial organization with advancement opportunities for individuals looking to develop their career potential. We are the exclusive licensee for Viking Culinary products both in stores and across ecommerce platforms. Consistently seeking to learn and be the best possible partner to our retail customers, we are motivated by constant improvement that makes it easy for our customers to rely on us as a solutions provider that can deliver results.

We offer a competitive benefits and compensation package which includes medical, dental, vision and life insurance, a retirement package, vacation, bonus opportunities and more.

Position Overview:

The Customer Care Manager is directly responsible for overseeing our customer care and order entry team. The position subject matter expert for all order processing, both manual entry and via EDI. There is close communication with both the business team and the warehouse team to ensure accurate and on-time shipments. They are responsible for overseeing order entry accuracy and communicating and resolving any issues together with the business group within established service lead times. This is a shared services role that supports all three divisions of Company: Retail, Uniform, & Food Service. The position is also responsible for management of consumer customer service/warranty claim interactions with an emphasis on resolving customer issues in a way that reduces warranty claims. The Customer Care Manager oversees the RMA team and process to both process RMAs, as well as call out trends and concerns to the product development team. The successful candidate is self-motivated with an entrepreneurial spirit and the ability to proactively identify solutions that improve our performance as a vendor.

The position is full-time on-site and is based in the Carson, CA. There is no relocation.

• Responsible for the day-to-day supervision of the Customer Care team and ensures that all are providing quality work and quality communication.
• Ensure all order entries, sales orders, customer emails, and inquiries are handled with a sense of urgency by following the established procedures to ensure high levels of accuracy and service to our highly valued customers.
• Communicate with customers and business teams to reduce backorders and increase sales through alternative product selection or updates as to when product will be back in-stock
• Process, issue, and manage the daily open order report to make sure that all orders are shipping complete and on-time. Update the system as necessary to keep ship dates accurate and communicate changes with the customer and business teams.
• Reduce late order shipments by proactively calling out issues identified on the open order report to the necessary business team stakeholders
• Ensure full circle communication with consumers, setting clear expectations through updates confirming order receipt, entry, shipment, and tracking
• Resolve escalated product or service issues by clarifying the customer's complaint; determining the root cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; follow up to ensure resolution.
• Hire, train and retain the Customer Care Associates and RMA Warranty Claims Associate that will represent the culture and values.
• Conduct regular performance evaluation reviews, establish department and individual goals, create, and maintain SOPs to ensure all adhere.
• Maintain and analyze department KPIs and ensure SLA's are met.
• Ensure all RMA Warranty Claims, Returns, and Credit requests are handled within the established timeframe, and are aligned standards and requirements.
• Ensure all order entries, sales orders, customer emails, and inquiries are handled with a sense of urgency by following the established proced
  To apply please email your resume to cmadvig@ultimatestaffing.com