Customer Care Manager

LaSalle Network has partnered with a leading global commercial kitchen manufacturer to find a Customer Care Manager to join their team.

Our client has over 600 patents and brings decades of cooking research experience.

The Customer Care Manager ’s primary responsibility is to provide customer support and manage the Order to Cash process, where assigned, for the company.

The ability to effectively communicate both verbally and in writing technical details concerning equipment, accessories, consumables and spare parts in order to support customers, internal staff and business partners is crucial to the success of this position.

Customer Care Manager Responsibilities :

• Manage assigned territory partnering with the manufacturer’s representatives and the Sales team
• Learn and understand complex equipment configurations ensuring order accuracy and support of Sales, Manufacture Representatives and Dealers
• Review all orders for correct configuration, prices, ship dates and inventory availability
• Must process accurate orders same-day and continuously manage and own Territory Order Log report
• Support sales process, including coordinating needs of End Users, Equipment Dealers, Manufacturer’s Representatives, Regional Sales Managers and Regional Sales Directors
• Monitor, log, prioritize and dispatch pre-site, commissioning and installation for equipment installations and chef training for assigned territory
• Create, update and publish weekly SAP forecasting report to Regional Sales Managers and Directors with current order status
• Attend monthly Regional meetings and provide feedback to sales team on order status detailing ship dates, requirements to ship, site survey status / results and any changes impacting ship dates
• Partner with Regional Sales Managers and Directors in accomplishing required monthly territory forecast goals
• Partner with Distribution Center to ensure orders are shipped on required ship dates and delivery notes are sent within the shipping requirements
• Comprehend and adhere to order process corporate authorization guidelines
• Answer telephones, address issues and complaints or re-direct customers as needed
• Manage Salesforce and SAP customer master data accounts setup including applications and acting as liaison with the Finance Department
• Issue Return Good Authorization requests (damaged or refused freight, incorrectly ordered) and manage credits as required
• Provide PODs when requested
• Approve Chef expenses and adherence to the freelance contract
• Resolve problems or escalate issues to Technical department when necessary
• Manage high-volume email correspondence and respond in a timely manner
• Provide back-up support to other team members
• Create and update SOPs as required
• Train Sales Managers and Representatives s on Customer Care territory processes and procedures

Customer Care Manager Requirements :

• High school diploma or GED required; associates degree preferred
• Must have excellent organizational and time management skills
• Able to work in fast-paced team environment as well as independently
• 7+ years customer service experience required
• Experience working with complicated order entry and order management is a plus
• Experience in a high-volume inbound and outbound call center environment with computer input while taking calls is preferred, with proven multi-tasking ability
• Proficient computer skills : MS Word, Excel and Outlook
• Experience in SAP strongly preferred
• Experience in Oracle, AS400 or JD Edwards ERP systems required
• Experience in Salesforce CRM a plus
• Display a positive attitude, strong work ethic, energetic initiative and self-motivation to complete assigned work and meet goals
• Must be a team player
• Able to understand, support and follow company policies and procedures
• Inventory and Logistics experience is strongly preferred

This position has an hourly range of $22-26 per hour, and the company is located in Rolling Meadows, IL

If you want to be a part of an organization focused on providing high-quality customer service and meaningful relationships, apply for this Customer Care Manager role today!