Job DescriptionCustomer Care ManagerCarol Stream, IL
Full-Time
Customer Care
Victaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.
YOUR IMPACT STARTS HEREWe're looking for a Customer Care Manager to lead a team of Customer Care Representatives and Order Entry Specialists who communicate with customers via phone and email, enter orders, and assist with stock checks, pricing requests, and general inquiries. You'll oversee your team's use of our Epicor system and web-based applications, ensuring accurate and timely order processing, and partner closely with our outside sales team and with supply chain and distribution partners to resolve escalations. This role calls for coaching and developing a team to perform in a fast-paced, demanding environment.
WHAT YOU'LL BUILD & OWN- Lead, coach, and develop a team of Customer Service & Order Entry Specialists, including hiring, onboarding, performance management, and ongoing skill development.
- Oversee daily order processing on web-based Epicor systems, ensuring accuracy, timeliness, and adherence to service standards.
- Serve as the escalation point for complex customer inquiries, pricing issues, and stock/sourcing problems that require additional authority or cross-departmental coordination.
- Monitor team performance against service-level metrics (response time, order accuracy, customer satisfaction) and put improvement plans in place as needed.
- Partner with the outside sales team and with supply chain and distribution partners to resolve sourcing challenges and align on customer priorities.
- Identify and drive process improvements across order entry and customer service workflows to increase efficiency and reduce errors.
- Manage team schedules and staffing levels to ensure adequate coverage, including during peak periods.
- Collaborate with internal departments to resolve systemic customer issues and improve cross-functional processes.
- Provide regular reporting to leadership on team performance, customer trends, and operational challenges.
WHAT YOU BRING- 5-7+ years of experience in customer relations or order entry, including at least 1-2 years in a supervisory or team lead role.
- Proven ability to lead, coach, and develop a team in a fast-paced, high-volume environment.
- Exceptional verbal and written communication skills, including the ability to manage difficult conversations and resolve conflict.
- Strong track record of building and maintaining customer relationships, including handling escalated issues.
- Demonstrated decision-making, problem resolution, and process-improvement skills.
- High degree of emotional intelligence and business integrity.
- Ability to prioritize and multi-task while driving results with minimal oversight.
WHAT SETS YOU APART- Familiarity with Epicor or other ERP systems and MS Office applications.
- University degree or college diploma.
WHAT WE OFFERBuild A Better Career- Competitive compensation with performance-based incentives
- Career development programs and internal promotion pathways-we build from within
- Tuition reimbursement and continuous learning opportunities
Build A Better Future- Comprehensive health, dental, and vision coverage
- Retirement savings plans with company match
- Life insurance and disability coverage
Build A Better You- Paid time off, holidays, and flexible work arrangements where applicable
- Employee Assistance Programs (EAP) and wellness resources
- Inclusive, team-oriented culture where people look out for one another
Build A Better WorldJoin a company whose products contribute to a safer, more sustainable built environment every day.
COMPENSATIONThe base salary range for this position is $95,000-$110,000 annually. Actual compensation will be determined based on experience, qualifications, skills, and geographic location. This role may also be eligible for performance-based incentives and the full benefits package described above.
IMMIGRATION SPONSORSHIPVictaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.
