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Customer Care Manager
Icp Group
Lead and improve customer care for coatings business, managing team and processes.
13d ago
Intermediate (4-7 years), Experienced (8-12 years), Expert & Leadership (13+ years)
Full Time
Andover, MA
Hybrid
Company Size
1,100 Employees
Service Specialisms
Construction services
Project Management
Consulting
Engineering
Architecture
Property Development
Design
Technical Services
Sector Specialisms
Industrial
Commercial Construction
Residential
Building Envelope
Cementations
Sports Surface Solutions
Printing
Packaging
Role
What you would be doing
order entry
kpi monitoring
escalation
salesforce analysis
cross training
team leadership
- Standardize and streamline order entry processes to improve consistency and enable further cross-training.
- Maintain and monitor CC Key Performance Indicators (KPIs) such as Order Accuracy, On-Time Order Entry, Returns Authorizations, and Credit Processing.
- Act as the escalation point for the CC team, demonstrating strong business acumen and problem-solving skills.
- Analyze Salesforce cases to identify trends, root causes, and opportunities to reduce case volume through process improvements.
- Facilitate cross-training opportunities within the CC team to strengthen business support and drive cross-selling initiatives across product lines.
- Mentor team members to proactively anticipate and address customer needs, going beyond transactional support.
- Partner with Sales to promote an account team mentality across functions and strengthen collaboration.
- Lead, coach, and manage a team of Supervisors and Customer Care Representatives across daily activities including order entry, phone support, and Salesforce case management.
What you bring
salesforce
power bi
erp
5+ years
leadership
customer service
- Proficiency with Microsoft Office Suite, Salesforce, and Power BI.
- ERP system experience required; Syspro experience a plus but not required.
- Strong organizational skills and a passion for advocating for customers while balancing company objectives.
- Minimum 5+ years of customer service management experience.
- Prior experience in building materials and/or manufacturing industry is strongly preferred, especially in technical/solutions-driven service environments.
- Ability to travel up to 25%.
- Proven leadership experience, with a track record of implementing KPIs and SOPs that drive measurable improvements.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Security clearanceInformation not given or found
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Company
Overview
$890 million
Annual Revenue
Achieved by 2022, reflecting significant growth and market presence.
Top 10
North American Coatings Firm
Rapid growth from startup to a leading position within three years.
12 facilities
Global Presence
Operates across three continents through strategic expansion.
- 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.
Net Zero by 2050
Greenhouse gas emissions target
Committed to achieving Net Zero greenhouse gas emissions by 2050 through investments across the full value chain, including energy production and carbon management.
1.5°C Limit
Paris Agreement alignment
Raised capital to support transition technologies aligned with the Paris Agreement's goal of limiting global warming to 1.5°C above pre-industrial levels.
- Integrates sustainability risks and opportunities into investment decision-making: defines transition-oriented investment universes; assesses sustainability risk in portfolio construction; engages portfolio companies on ESG issues.
- Backed by Aker Group industrial expertise, deploying investments in renewables, CCS, grids/electrification, and low-emission fuels.
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