OTR Engineered Solutions · 4 hours ago
Customer Care Manager
Rome, GA
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expOTR Engineered Solutions is seeking a Customer Care Manager to lead and optimize processes related to order management and customer communications. This role involves overseeing a team of Customer Service Representatives to ensure effective business transactions and achieve customer satisfaction metrics.
Manufacturing
Hiring Manager
Thiago Finco
Responsibilities
Leads, manages, and supports team of customer service representatives located around the U.S
Designs and deploys training and onboarding programs for new hires
Responsible for processes related to customer service, including but not limited to order entry, order acknowledgements, change orders, expediting, line-downs, requests for information, RMA initiation, escalation of issues and metrics
Creates reports shared with the Global Vice President, Sales & Marketing and Leadership Team
Supports launch of HubSpot CRM, working with internal sponsors
Plays a key role in optimizing workflows and connections to order fulfilment processes in cooperation with internal stakeholders, including the company’s Director of Business Processes
Ensures OEM and aftermarket customer ordering requirements are satisfied, including the use of portals
Manages customer onboarding initiative for B2B portal set-up, deployment of terms & conditions (via appropriate documents). Also, overseas deployment of the Partner Portal for rental companies
Responsible for deploying customer satisfaction and loyalty surveys, communicating results to stakeholders and plant personnel, maintaining metrics, and implementing corrective actions
Organizes activities for team building; conducts performance reviews with a focus on career development
Serves as a member of Sales Leadership Team for dialog and continuous improvements
Other duties can be assigned based on company needs and employee capabilities
Qualification
Required
Excellent communications ability, verbal and written interacting with customers, internal stakeholders, and the customer service team
Excellent organizational and time management skills
Ability to lead, motivate and support team, with coaching skills that support positive development
Proficient in Microsoft Office Suite or similar software
Analytical skills
Commitment, energy, and enthusiasm for role are must-haves, with the requirement to be proactive whether communicating bad news or good with a focus on timely resolution
Attention to details
Bachelor's Degree
Ten years or more of related experience required in dealing directly with customers
Preferred
Experience working in a fast pace, high-growth company
Manufacturing environment experience using an CRM software, B2B portals
Company
OTR Engineered Solutions
OTR Wheel Engineering, Inc.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Owner Resources Group
2019-07-19Private Equity
Leadership Team
Oscar Torres
President & CEO
Recent News
2026-01-03
Google Patent
2025-02-17
Google Patent
2025-02-17
Company data provided by crunchbase