Customer Care Manager - Duchateau

Customer Care Manager

Posted 1 month ago

This role is for a Customer Care Manager that will proactively lead their team handling all day to day administrative and employee matters, providing team focus on enhancing customer experiences. They will work on preventing issues and eradicating behaviors that are resulting in current inefficiencies.  This person will be critical to free up the Customer Care Senior Manager to create systems, training, metrics, and processes to achieve 4-hour TAT on all Customer Care matters.  The role is to take ownership of issues and work across departments to find solutions.  It is for a great team player that makes it a point to work smarter and faster, inspiring others to apply the same approach.


Essential Duties & Responsibilities

  • The Customer Care Manager maintains expert knowledge for leading the Customer Care team in the following duties and completes them as needed:
    • Places and receives calls to customers
    • Follows-up on specified open orders
    • Answers questions about products, service, price, delivery, submittal status, availability of product, etc.
    • Assesses customer needs and makes recommendations for products and services
    • Updates customer information within NetSuite in a timely fashion
    • Accurately processes sales orders
    • Proactively communicates with customers to assure timely delivery on all orders
    • Ensures accurate shipping information
    • Troubleshoots and resolves order issues for company products or services
  • Provides innovative suggestions to improve processes
  • Participates in the hiring selection process
  • Trains new employees on job-related functions
  • Mentors junior employees
  • Escalation Point of Contact for special order processing and servicing
  • VIP customer contact when needed
  • Assists the Customer Care Senior Manager to ensure the Customer Care team is providing a superior customer experience from initial order placement through product receipt and installation




  • Bachelor’s degree preferred
  • Associate degree required


  • Strong verbal and written communication
  • NetSuite familiarity highly desired
  • Ability to learn new technologies
  • Excellent Microsoft Office Suite capabilities
  • Exceptional customer service standards
  • Ability to lead others


  • Three years managerial experience (customer service/call center preferred)
  • Floorcovering/Manufacturing Industry experience required
  • Experience with Microsoft Office (Word, Excel)
  • Demonstrated poised business acumen by phone, in writing and in person in high volume environment
  • Solid experience with manufacturing ERP software (e.g., NetSuite)
  • Progressive experience leading others
  • Demonstrated experience exceeding customer service standards

Success Factors

  • Strong and effective communicator
  • Interpersonal/Relationship builder
  • Conflict resolution skills
  • Ability to multi-task
  • Ability to prioritize
  • Excellent organizational skills
  • Detail-Oriented
  • Strong work ethic
  • Driven to execute with consistency
  • Team-oriented
  • Leadership skills
  • Patient


Expected Results

The Customer Care Manager is expected to proactively support customer sales by understanding and leading a team with processing orders, providing superior customer service, and helping manage the initial customer experience, all while maintaining a high level of professionalism. The Customer Care Manager is expected to assist the Customer Care Senior Manager to ensure the Customer Care team utilizes technology, process tools and workflows, providing a superior customer experience from initial order placement through product receipt and installation.

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