Customer Care Manager

Join Laundrylux

Customer Care Manager

What we are looking for:

As the Laundrylux Customer Care Manager, you are the primary point of contact for our distributors and customers supporting brands and delivering a world-class customer experience within our market segments. Aligned with our Sales Executives, Financing Teams, Accounting, Fulfillment and Warehouse/Logistics, the Customer Care Manager s primary focus is to ensure world-class customer service by proactively finding resolutions that meet the customer and Laundrylux business objectives.

Strategic Objectives

• Ensure that our clients receive world-class service throughout the pre and post sales process.
• Develop long-term strategic relationships with our distributors to help increase PO s.
• Prioritize, deliver, and communicate timely, high quality, professional, and accurate information throughout the sales process to support our business objectives.

Before we continue to dive into the requirements for the role let s talk about Why you should join Laundrylux?

Career Advancement: We offer a career, not just a job. We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment.

Learning and Development: We foster a culture that encourages and promotes professional growth and development, with continuous learning

Diversity Initiatives: We are proud to have launched the Women s Initiative focused on building a better workplace for women, providing support, and recognizing the talented women within our company.

Laundrylux Benefits:

• We offer a comprehensive health benefits package including medical and dental plans as well as 401(k) and so much more! Ask our recruiting team for more information.

Back to the role:

What you will do:

• Ensure quick resolution of customer issues. Offer resolution within 48 hours and corresponding paperwork is completed for any needed transaction.
• Take pride and ownership to build and maintain strong business relationships by providing superior customer care to our distributors, end-users, potential investors, and co-workers. Offer NO excuses or place blame on others - if we fall short - only offer solutions to resolve the customer issue at hand.
• Proactively reach out to distributors to promote our services, promotions, clearance equipment, and proactively identify outstanding issues for faster resolution.
• Stay up-to-date with product / technical knowledge to professionally articulate equipment differentiation, specs, benefits, and industry information.

• Run Fulfillment Workbench meeting with all departments twice a week
• Train on Customer Care processes, including order entry, order verification, credit release board, dock appointments, etc. Document trainings
• Meet with other departments to make sure we are aligned on inventory, ship dates, jobs, finance updates etc. (weekly or bi-weekly)
• Meet with team (group huddle) to talk about where we stand as far as goals, metrics.
• Streamline and document processes to ensure workflow is efficient and understandable.
• Monitor phone queue to make sure we are actively available for our customers calling in.
  • Abandonment rate KPI =3 calls or less per month
  • Call Pickup rate KPI = 5 calls or less per month
• Learn the PNC process if we need any pncs created, worked on, etc.
• Approving exceptions for dock appointments- finding ways to eliminate the last-minute requests.
• Manage the Account Manager schedule, set in place back up partners for account managers when a team member is out.
• Identify the root causes of issues and offer viables solutions to improve our processes and remove what is not working/feasible.
• Coaching opportunities for the team when addressing reoccurring mistakes and inconsistencies.
• Assist in answering emails, questions that the account managers may be having difficulty with.
• Work with the team on how to handle/create cases, RMAs, debit and credit memos.
• Be a liaison between sales and customer care we need to be on 1 page.
• Coach all direct reports to ensure that department KPIs/SLAs are met
• Effectively write balanced performance evaluations.

• Manage Account Manager territory assignments to provide sales support.

• Manage accurate ship dates with the Account Managers for timely fulfillment of sales orders and to meet shipping goals.

What you should have:

• 5 to 7 years professional customer service experience in a sales environment or inside sales team.
• Self-driven, high energy, and results-oriented with a clear focus on providing WORLD CLASS SERVICE.
• Must have a strong business acumen, professionalism, work ethic, and sense of urgency to accurately complete tasks.
• Must be technology driven with a proven track record automating processes that increase sales, productivity, and efficiencies.
• Excellent verbal, active listening and written skills.
• Proven track record to multi-task with shifting priorities and generate revenue.
• Outstanding focus on the customer.
• Aptitude to learn new sales techniques.
• Proficiency in MS Office; strong presentation skills.
• College degree preferred
• Outside sales or logistics experience a plus

Salary Range:

$80,000- $90,000 annually

Bonus:

Eligible

Our Values:

People, Share Responsibility, Integrity, Excellence, Customer Focused, Meaningfulness and Fun

If you are looking for your next challenge, then this is your chance to join our team of exceptionally talented, creative and innovative professionals. We want you!

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.