Regional Customer Care Manager

This territory will be traveling to all of PA, NJ and MA. This candidate will be overseeing all Office Managers and Operations within this region.

Manage all customer care activities within an assigned region and serve as a strategic business partner to senior level operations and sales leaders.

Lead a highly capable team of customer care professionals, establish regional customer care vision in parallel with business objectives and support the Sales and Operations teams to continuously improve our customer experience.

Key Duties and Responsibilities :

• Direct, recruit, train, develop and provide performance feedback to a team of customer care professionals to ensure productivity, efficiency and effectiveness
• Communicate and support implementation of all customer care initiatives and processes to drive business performance
• Educate key stakeholders on the company's customer experience structure and philosophy to ensure consistency
• Drive standardization and identify areas of opportunity for streamlining processes and building efficiencies through data analysis
• Cascade goals, product updates and critical information to customer care teams
• Assist with new customer onboarding activities
• Provide support and data for customer quarterly business reviews
• Partner with revenue management team to create profitability driven processes
• Ensure successful customer and team member adoption of technology tools
• Resolve high priority customer care problems.
• Partner with other Regional Customer Care Managers to create a consistent customer experience
• Serve as subject matter expert on WMS / customer service platforms

Minimum Requirements (Knowledge, Skills and abilities)

• Bachelor’s Degree or equivalent work experience
• 7 years’ experience working in a customer facing role
• Experience managing, training, and developing people
• Proficient computer skills, including Microsoft Office Suite
• Excellent verbal and written communications skills including the ability to interact with internal and external customers
• Ability to read, analyze, and interpret company policies, procedures and agreements
• Excellent organizational skills, including the ability to multi-task and prioritize workload
• Strong conflict management skills, including those involving sensitive and complex matters
• Excellent analytical and problem-solving skills, including the ability to deal with ambiguity
• Ability to travel up to 50%
• Experience working with a customer service platform such as Salesforce Service Cloud
• Familiarity in leading change management initiatives

Why Lineage?

This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers’ requirements.

Beyond that, you’ll help us grow and learn on our journey to be the very best employer in our industry. We’ll ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business.

Working at Lineage is energizing and enjoyable. We value respect and care about our team members.

Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation.

Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status under federal, state and local law.

Benefits

Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, 401k retirement plan, paid time off, annual bonus eligibility, and a minimum of 7 holidays throughout the calendar year.