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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer care operations, managing team performance, and driving continuous improvement initiatives. Proficient in coaching and developing team members while effectively collaborating with cross-functional partners.
Highest-signal resume keywords
Customer Service ManagementTeam DevelopmentOperational Metrics MonitoringSalesforce ExperienceProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order ManagementReturns ProcessingService TransactionsEscalation ManagementWorkload DistributionStaffing ForecastingPerformance Metrics AnalysisCustomer Quotes Management
Soft Skills
CoachingEngagementCommunicationLeadership
Tools & Technologies
SalesforceSAPGenesys
Industry Keywords
Customer CareOperational RisksContinuous ImprovementCross-Functional Collaboration
About the role
Key responsibilities & impact- Lead daily operations of a Customer Care team supporting customer quotes, order management, returns, and service-related transactions
- Monitor customer service, operational, and productivity metrics
- Manage customer and system-related escalations involving order, billing, and service issues
- Forecast staffing needs and align team schedules with business demand
- Adjust workload distribution to maintain service levels
- Coach and develop team members through onboarding, training, performance discussions, feedback, and career development planning
- Partner with Sales, Finance, Operations, Service, Supply Chain, and Manufacturing
- Drive continuous improvement initiatives
- Translate business changes, system updates, and process enhancements into actionable team procedures
- Identify and escalate operational risks
Requirements
What you’ll need- Bachelor’s degree or 6 years of relevant experience in lieu of bachelor's degree
- Minimum 4 years of customer service or related experience
- Ability to supervise, coach, engage and develop team members
- Preferred: experience supervising, coaching, or developing employees in a customer-facing or operational environment
- Preferred: experience with Salesforce, SAP, Genesys or similar
- Willingness to travel 10%
Benefits
Comp & perks- Hybrid work flexibility
- Career development planning
- Onboarding and training
- Equal opportunity employment