The Customer Care Manager is a critical leader within BIC's US Customer Service organization, responsible for delivering an exceptional customer experience while ensuring operational excellence across approximately $900M in order management. This role leads a team of Customer Care professionals and is accountable for accurate and timely order processing, high OTIF performance, effective issue resolution, and strong partnerships across Sales, Supply Chain, Finance, Marketing, IT, and other functions.

As BIC continues its Customer Service transformation and Transformation Journey to Excellence, this role plays a key part in translating the broader strategy into action. The Customer Care Manager will help implement new ways of working, use customer and employee feedback to identify opportunities for improvement, strengthen service-level performance, and embed sustainable process changes across the Customer Care organization.

This is an opportunity for an experienced customer service and supply chain leader to balance day-to-day operational excellence with continuous improvement, change management, talent development, and customer advocacy.

What You'll Do:

Drive Customer Service Transformation & Continuous Improvement

• Support the ongoing transformation of Customer Care by implementing new ways of working, processes, and tools that improve customer experience and overall supply chain performance.
• Translate customer and employee feedback, survey results, and operational insights into actionable improvement plans.
• Implement and monitor improvements to Customer Service SLAs, OTIF performance, and processes designed to reduce non-compliance charges, deductions, and penalties.
• Partner with the Senior Manager, Customer Service - US, and cross-functional leaders to support the execution of BIC's broader three-year growth and supply chain strategy.
• Lead change management within the Customer Care team, ensuring new processes and expectations are understood, adopted, and sustained.

Lead and Develop the Customer Care Team

• Lead, coach, and develop a team of Customer Care professionals, fostering a culture of accountability, empowerment, collaboration, and continuous improvement.
• Establish consistent training and cross-training practices to strengthen team capabilities, business continuity, and customer responsiveness.
• Coach team members on effective communication, problem-solving, customer interactions, and conflict resolution.
• Build a high-performing team that is empowered to make decisions and proactively resolve customer and operational issues.
• Support talent development, performance management, and succession planning within the Customer Care organization.

Manage Order Processing & Operational Excellence

• Oversee approximately $900M in order management, ensuring orders are processed accurately, efficiently, and in a timely manner.
• Ensure base and exception pricing for BIC products is accurately maintained within JDE and appropriately aligned with Sales and Marketing approvals.
• Monitor order processing performance and identify opportunities to improve accuracy, speed, system utilization, and service levels.
• Partner with Supply Chain to manage product allocations, key product setup, and other factors impacting order fulfillment.
• Resolve pricing discrepancies and related issues with Finance, Credit, and Claims teams within established service cycles.
• Ensure effective utilization of JDE, EDI, BI, WMS, and other relevant systems to support operational performance.
• Assess staffing, technology, and resource requirements to ensure the Customer Care organization can effectively meet business needs.

Drive Cross-Functional & Customer Engagement

• Represent Customer Care priorities, challenges, and opportunities in cross-functional forums, including S&OP, CPG, and Supply Chain meetings.
• Build strong partnerships with Sales, Supply Chain, Finance/Credit, Marketing, IT/EDI, and other internal stakeholders to resolve issues and improve end-to-end customer service.
• Act as a customer advocate by identifying recurring customer challenges and translating them into internal process improvements.
• Partner closely with Supply Chain on supply and demand considerations to support monthly business goals and KPIs.
• Support the investigation and resolution of customer complaints, special requests, and service issues.
• Collaborate with Finance and Credit to ensure accurate documentation, credits, and inventory adjustments.
• Participate in customer, sales, trade show, and industry events as needed.

What You'll Need:

• Bachelor's degree or equivalent combination of education and experience; management or supervisory certification is a plus.
• 5-8 years of experience in a CPG, consumer products, or similarly complex customer-facing environment.
• Experience supporting major retail, ecommerce, wholesale, or strategic customers such as Walmart, Target, Amazon, Staples, CVS, or similar accounts.
• Minimum 4 years of people leadership experience, with demonstrated accountability for developing people, enhancing capabilities, and creating a high-performing team
• Strong understanding of Customer Service operations, order management, and supply chain processes.
• Experience leading change management, transformation, or continuous improvement initiatives.
• Demonstrated ability to balance strategic priorities with hands-on operational execution.
• Strong analytical, problem-solving, and decision-making skills, with the ability to quickly assess issues and determine appropriate action.
• Excellent communication, influencing, and relationship-building skills, with the ability to work effectively across functions and organizational levels.
• Demonstrated ability to navigate ambiguity, manage competing priorities, and thrive in a dynamic business environment.
• Experience with JDE or another core ERP system required.
• Experience with EDI, BI, WMS, Microsoft Office, and other customer service/order management technologies required.

What Success Looks Like

Success in this role means delivering excellent customer experiences while continuously improving how BIC serves its customers.

In the first 12-18 months, success will be demonstrated through:

• Improved OTIF and customer service performance, with clear and sustained progress against established KPIs and SLAs.
• Successful execution and adoption of Customer Service transformation initiatives, including new ways of working and process improvements.
• Reduced customer deductions, penalties, and non-compliance charges through stronger processes, accountability, and cross-functional collaboration.
• Reliable and efficient management of the $900M order portfolio, with strong order accuracy, timely processing, pricing integrity, and issue resolution.
• A high-performing, engaged, and empowered Customer Care team with strong capabilities, effective cross-training, and clear accountability.
• Stronger end-to-end collaboration across Customer Care, Sales, Supply Chain, Finance, Marketing, and IT, resulting in faster resolution of customer and operational challenges.
• Increased use of data, systems, and customer insights to identify root causes, make informed decisions, and proactively improve service.
• A culture where Customer Care is viewed not simply as an order-processing function, but as a strategic partner to customers and the broader BIC supply chain.

BIC's NAM headquarters will be located in Norwalk, Connecticut. Scheduled to open in 2027, the new headquarters is designed to foster a collaborative, flexible, and modern work environment while supporting a hybrid work model.

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