Customer Care Manager

Job Description

Job Description

Description:

Title : Customer Care Manager

Reports to : Director of Operations

Summary: At VRC, our Customer Care team is the face of our operations—handling every order, question, and concern with professionalism and care. We’re seeking a Customer Care Manager who will not only oversee day-to-day service activities, but also lead with vision, accountability, and a customer-first mindset.

This leader will play a critical role in shaping our service culture, ensuring customer satisfaction, and driving operational excellence across the Northeast region.

Essential Functions:

• Identify and rectify problems, bringing them to the attention of management when necessary.
• Maintain full staffing levels, keep staff hours within target range, train and motivate staff, and perform reviews.
• Handle and resolve all customer problems.
• Interact with customers in person, over the phone, and via email.
• Handle/coordinates special customer requests.
• Follow up with customers and vendors as needed.
• Take phone orders and process uploads.
• Lead, train, and motivate a team of Customer Care Representatives to deliver exceptional service.
• Ensure all customer requests—orders, comments, or complaints—are handled promptly and accurately.
• Partner with Operations, Warehouse, Drivers, and Billing teams to resolve issues and improve cross-functional communication.
• Manage staffing levels, schedules, and performance reviews to keep the team productive and engaged.
• Maintain service quality by monitoring key metrics: response time, error-free order processing, and customer satisfaction.
• Oversee escalations, conduct root cause analysis, and implement corrective actions to prevent repeat issues.
• Other tasks as needed.

Competencies:

• Detail oriented and organizational skills to meet deadlines.
• Strong organizational, interpersonal, and communication skills
• Possesses problem-solving skills.
• Can work both in a group setting and individually.
• Ability to write well.
• Understanding of technology, especially Microsoft Office including Excel, Outlook, PowerPoint, and Word.

Work environment: Must be able to tolerate heat in the summer and cold in the winter.

Physical demands: While performing the duties of this job, the employee is regularly required to stand and walk. The employee is occasionally required to sit, climb/balance, stoop, kneel, or crouch. Must be able to reach, handle, carry, and lift between 10 lbs. and up to 50 lbs. While performing job duties, the employee is regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material.

Education and eligibility requirements:

• High School Diploma required, college degree or coursework in business, management, or related field preferred.
• Must be willing and able to write and communicate in English.
• At least 2 years of supervisory experience in Customer Service
• Must have a flexible schedule including being on-call after hours, on weekends, and
• holidays.
• Well-organized and responsible
• Self-motivated

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice