Standex Electronics · 1 day ago
Customer Care Manager
Cincinnati metropolitan area, OH
Full-time
Onsite
Mid, Senior LevelStandex Electronics is seeking a Customer Care Manager to lead and optimize their customer care operations, including Inside Sales and Customer Service. This role focuses on ensuring high-quality customer experiences by managing teams and processes, while collaborating cross-functionally to drive continuous improvement and efficiency.
ComputerElectronicsManufacturing
Responsibilities
Oversee teams supporting inside sales, account management, quotes, and order processing
Oversee daily customer care operations, ensuring service levels, response times, and resolution targets are met
Create and administer a CSAT survey to gauge customer satisfaction with Customer Care organization
Keeping ahead of developments in customer service, working with senior management to create new strategies and implement these new strategies within the department to improve the quality of service
Partner with IT and business teams on system enhancements and integrations
Develop, document, and continuously improve customer care processes and standard operating procedures (SOPs)
Identify operational bottlenecks and implement scalable solutions to improve efficiency, accuracy, on-time delivery, and customer satisfaction
Ensure effective use of ERP systems (e.g., SAP, Oracle) and CRM tools
Support CRM implementation and optimization of CRM (Salesforce.com) and data quality standards
Lead continuous improvement initiatives to reduce errors, rework, and cost-to-serve
Establish and maintain SOPs for order management, returns, credits, and claims
Lead, coach, and develop Inside Sales and Customer Service representatives
Coach teams on consultative communication and customer relationships management
Set clear performance expectations and conduct regular coaching and performance reviews
Foster a customer-centric, accountable, and collaborative team culture
Support hiring, onboarding, and training initiatives
Act as an escalation point for complex or high-impact customer issues
Analyze customer feedback, complaints, and trends to drive corrective actions
Partner with internal & external stakeholders to resolve root causes and prevent recurring issues
Champion customer advocacy across the organization
Define and track KPIs
Use data to drive continuous improvement and strategic decision-making
Support customer care transformation initiatives, including automation and system enhancements
Oversee customer care systems (CRM, ERP, knowledge base)
Ensure data integrity, reporting accuracy, and effective system usage
Partner with IT and business teams on system enhancements and integrations
Qualification
Required
Bachelor's degree in business, Operations, or a related field (or equivalent experience)
Strong understanding of customer service metrics, ERP (SAP, Oracle) workflows, and best practices
Ability to lead teams and manage change
Work cross-functionally with procurement, supply chain, operations, sales, and finance to improve efficiency, accuracy, and overall customer experience
Preferred
Experience in B2B, manufacturing, distribution, or technical customer support environments
Experience with CRM and ERP platforms (e.g., Salesforce, Zendesk, SAP, Oracle)
Lean, Six Sigma, or continuous improvement experience
Operational excellence and process improvement
Customer-first mindset
Data-driven decision-making
Strong communication and cross-functional collaboration
Leadership, coaching, and conflict resolution
Company
Standex Electronics
Standex Electronics is a global leader in mission‑critical electronic components, bringing together decades of engineering expertise and customer partnerships to power innovation across industries.
Founded in 1969
1001-5000 employees
Funding
Current Stage
Late StageRecent News
EIN Presswire
2025-03-14
Company data provided by crunchbase