DEPARTMENT: Customer Care

REPORTS TO: Director of Customer Care

POSITION DESCRIPTION:

MRP Customer Care's primary function is to provide an exceptional customer experience from purchase order receipt to product delivery. The Customer Care Manager is responsible for the overall support and performance of the Customer Care department. TheCustomer Care Manager drives the operational strategy, technology roadmaps, and execution of support services for external commercial accounts and distributors. This role bridges the gap between commercial sales and post-sale operational excellence, leveraging Salesforce Service Cloud to optimize the customer lifecycle.

Key Performance Indicators (KPIs) & Success Metrics

The performance of this role and the department will be evaluated against the following benchmarks:

• Service Excellence: Maintain a B2B Customer Satisfaction (CSAT) score of 6gt;= 92% and a Net Promoter Score (NPS) increase of +5 points annually.
• Operational Efficiency: Improve First Contact Resolution (FCR) by 15% through optimized Salesforce automation and agent routing rules.
• Response Velocity: Achieve a First Response Time (FRT) under 2 hours for Tier 1 commercial accounts and lower Average Handle Time (AHT) on order issues by 20%.
• Data Accuracy: Maintain 6gt;= 98% accuracy in case logging, order entry, and Salesforce CRM data hygiene.
• Commercial Impact: Drive client retention by keeping account churn below 2% through proactive escalations and case resolution.

DUTIES AND RESPONSIBILITIES:

• 1. Commercial Sales Support & Account Management
  • Channel Alignment: Direct the customer care framework for external B2B accounts, manufacturing reps, and commercial sales teams to ensure frictionless order-to-cash workflows.
  • Escalation Ownership: Act as the ultimate resolution point for critical delivery shortages, pricing disputes, and high-value customer bottlenecks.
  • Sales Collaboration: Partner with Vice Presidents of Sales to build proactive communication plans for key manufacturing accounts.
• 2. Salesforce Service Cloud Optimization
  
  • Architecture Utilization: Serve as the business owner for Salesforce Service Cloud, maximizing Omni-Channel routing, macros, and automated case classification.
  • Data Integration: Oversee the data synchronization between the manufacturing ERP system and Salesforce to provide a true 360-degree view of account health.
  • Digital Transformation: Implement advanced Service Cloud features, such as Einstein AI for predictive case analytics and self-service customer communities.
• 3. Team Leadership & Coaching
  
  • Talent Development: Manage and mentor a team of B2B Customer Care Specialists, setting clear operational targets and professional development pathways.
  • Culture of Metrics: Foster a data-driven environment focused on achieving the targeted CSAT, FCR, and response time metrics.

SKILLS REQUIRED:

• Experience: 7+ years of customer service management experience exclusively within a manufacturing, industrial, or supply chain B2B environment.
• Commercial Acumen: Proven history of supporting external sales channels, commercial accounts, and dealer networks.
• Salesforce Expertise: 5+ years of practical business administration experience using Salesforce Service Cloud.
• Technical Savvy: Experience managing ERP-to-CRM workflows (e.g., SAP, Oracle, or Microsoft Dynamics integrations with Salesforce).
• Certifications (Preferred): Salesforce Certified Service Cloud Consultant or Salesforce Certified Administrator.

PHYSICAL REQUIREMENTS:

This job operates primarily in an office setting. While performing the duties, the employee will be required to sit and/or stand, talk or hear, both in person and by telephone; use hands, fingers and arms feel objects or controls, reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. May be required to stoop, kneel, bend, crouch and lift up to 25 pounds. May need to walk varying distances and climb stairs.

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