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Customer Care Manager

Walpole, NH 03608

Posted: 02/06/2025 Employment Type: Direct Hire/Perm Job Category: Customer Service Job Number: 629394 Is job remote?: No Country: United States

Job Description

Customer Care Manager – Full-Time $65,000-$75,000
Location: Medford, MA or Walpole, NH business office
Must:
  • Excellent communication and time management skills
  • Ability to work in high-stress situations during peak season
  • Excellent technical and organizational skills
  • Manage and track customer interactions and sales
  • Enthusiastic, highly motivated, results-oriented, and excited about our products
Plus:
  • Experience with ERP systems and business tools
  • Strong relationship-building skills with internal departments
Description:
The Customer Care Manager ensures the best customer experience by working closely with the E-Commerce team and retail locations to resolve complaints and discrepancies. This role also seeks new business opportunities in wholesale and corporate gifting markets, develops and maintains strong customer relationships, and drives repeat business.
Responsibilities
  • Team Leadership: Lead and manage the Customer Care Team, ensuring high-level service and support.
  • Policy Development: Create and implement customer care policies and procedures.
  • Customer Interaction: Answer phone lines, take orders, and respond to customer requests (quotes, questions, complaints) promptly.
  • Training: Provide initial and annual refresher training to Customer Care Representatives.
  • Retail Support: Collaborate with retail locations to enhance customer care and assist with training.
  • Business Development: Research and build new account opportunities, make sales calls, generate leads, and maintain client accounts.
  • Relationship Building: Develop and maintain strong relationships with new and existing customers through creative follow-up communication.
  • Product Promotion: Consistently promote and sell products with passion and in-depth knowledge.
  • Metrics and Best Practices: Use ERP systems and business tools to develop best practices and expand service metrics for best-in-class performance.
  • Cross-Department Collaboration: Foster strong relationships with all company departments to improve communication and success.
  • Strategic Growth: Lead in developing goals and strategies for future growth.
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About Walpole, NH

Discover your next career opportunity in scenic Walpole, New Hampshire! Nestled in the picturesque Connecticut River Valley, this charming town offers a perfect blend of small-town charm and big-city amenities. With a thriving arts scene showcased at the Walpole Artisans Cooperative and Colonial Theatre, delicious local cuisine including the famous Vermont cheddar and maple syrup, and outdoor enthusiasts can enjoy hiking at Fall Mountain State Park or exploring the historic Village of Bellows Falls, Vermont just a stone's throw away. Join us and unlock a world of career growth and quality of life in beautiful Walpole, NH!