Job Title : Customer Care Manager Department: Administrative
Reports to: COO
Status: Salaried
Wage Band : Commensurate with experience
The Customer Care Manager will ensure that the Company and the Customer Care Representatives are providing the best customer experience for our customers. Works closely with the E-Commerce team and retail locations to resolve customer complaints or discrepancies.
Will also be responsible for looking for new business opportunities to build on the wholesale and corporate gifting markets. Develop and maintain strong relationships with new and existing customers and drive repeat business. This position will work out of our Medford, MA or our Walpole NH business office.
Duties/Responsibilities
· Lead the Customer Care Team in Walpole
· Answer multiple phone lines and take orders
· Work with retails on providing excellent customer care and assist with training
· Provide training and annual refresher training to Customer Care Representatives
· Research and build new account opportunities
· Works with E-Commerce Manager on new initiatives
· Make sales calls to prospects, generate leads through various activities such as cold calling, networking, and customer visits.
· Build and maintain strong relationships with new and existing customers using creative follow-up communication to increase customer interest.
· Consistently promote and sell our products with passion and in-depth knowledge
· Respond to customer requests in a timely manner i.e. quotes, questions, complaints, etc.
· Provide exceptional follow-up, identifying and providing future opportunities
· Maintains client accounts and data bases
· Able to use ERP systems and business tools to develop and implement best practices
Skills and Qualifications
· Excellent communication and time management skills
· Ability to work in high stress situations during peak season
· Excellent technical and organizational skills
· Manage and track customer interactions and sales
· Must be an enthusiastic people person who is highly motivated, results oriented and excited about our products
· Reporting and analytical skills
· Experience with MS Office software and applications
· Have some flexibility regarding work hours to meet customer needs.
· Order processing experience
· NetSuite experience a plus
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