Customer Care Manager Andover

Overview

Lead and improve a customer care team for the coatings business unit

Key Responsibilities

• sales collaboration
• kpi monitoring
• order entry
• team leadership
• salesforce analysis
• escalation management

Tasks

-Partner with Sales to promote an account team mentality across functions and strengthen collaboration. -Maintain and monitor CC Key Performance Indicators (KPIs) such as Order Accuracy, On-Time Order Entry, Returns Authorizations, and Credit Processing. -Standardize and streamline order entry processes to improve consistency and enable further cross-training. -Lead, coach, and manage a team of Supervisors and Customer Care Representatives across daily activities including order entry, phone support, and Salesforce case management. -Mentor team members to proactively anticipate and address customer needs, going beyond transactional support. -Facilitate cross-training opportunities within the CC team to strengthen business support and drive cross-selling initiatives across product lines. -Analyze Salesforce cases to identify trends, root causes, and opportunities to reduce case volume through process improvements. -Act as the escalation point for the CC team, demonstrating strong business acumen and problem-solving skills.

Requirements

• leadership
• manufacturing
• customer service
• salesforce
• power bi
• erp

What You Bring

-Proven leadership experience, with a track record of implementing KPIs and SOPs that drive measurable improvements. -Prior experience in building materials and/or manufacturing industry is strongly preferred, especially in technical/solutions-driven service environments. -Minimum 5+ years of customer service management experience. -Strong organizational skills and a passion for advocating for customers while balancing company objectives. -Proficiency with Microsoft Office Suite, Salesforce, and Power BI. -ERP system experience required; Syspro experience a plus but not required. -Ability to travel up to 25%.

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About Icp Group

-Launched in 2015 as a specialty platform, the company unified CASE-market brands to serve global building needs. -Headquartered in Andover, MA, it grew through strategic acquisitions. -Its portfolio spans building-envelope, cementitious, sports-surface, industrial, architectural, and roofing projects. -Typical projects include commercial flooring, weather-barrier systems, polyurethane roof coatings, and athletic surfaces. -Under the ICP Building Solutions banner, it supports contractors worldwide with professional product lines and training. -It maintains a dual focus on high-performance industrial and building markets through dedicated business units.

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