Assistant Customer Care Manager

The Assistant Customer Care Manager supports the Customer Care Manager in overseeing daily operations, ensuring exceptional customer service delivery, and maintaining customer satisfaction. This role is responsible for managing a team of representatives, ensuring timely order processing, resolving RMAs and managing the Core Return process. This position will assist in the development and implementation of policies and procedures to improve the overall customer experience, and owning the transactional process flows across the Aftermarket business unit. This role is responsible for leading, managing and developing the Customer Care Team to ensure that customer care KPIs and objectives are achieved every day.

Essential Functions:

1. Assists in leading and supervising the customer care team to ensure timely and accurate processing of orders and responses to customer inquiries and issues. 2. Acts as an escalation point for complex or unresolved customer concerns. 3. Monitors performance metrics (e.g., calls handled, response time, resolution rates, customer satisfaction scores) and provide feedback and coaching to team members. 4. Supports the onboarding and training of new customer service representatives. 5. Collaborates with internal departments (sales, operations, purchasing, logistics, finance, etc.) to resolve customer issues and improve cross-functional communication. 6. Identify areas for process improvement and contribute to the development of customer service standards and best practices. 7. Helps manage workforce scheduling and ensure adequate coverage across service channels (phone, email, chat, etc.). 8. Analyzes customer feedback and service data to identify trends and recommend improvements. 9. Assists with preparing reports and presenting insights to leadership. 10. Maintains a positive and professional work environment focused on teamwork, development, and accountability.

THIS POSITION OWNS

• Processes, procedures and KPI achievement of all Aftermarket orders from creation to remittance.
• RMA processes, procedures, root cause identification and improvement.
• Customer Portal processes, training, transactions and enhancements.
• Successful customer experience with the primary focus on

Making Our Customers' Lives Easier Competencies:

1. Problem Solving/Analytical Skills 2. Ethical Conduct 3. Detailed Oriented 4. Persistent 5. Customer Service Required Skills /

Abilities:

1. Excellent communication ability, verbal and written interactions with customers, internal stakeholders and the Customer Care team. 2. Excellent organizational and time management skills. 3. Ability to lead, motivate and support team, with coaching skills that support positive development. 4. Proficient in ERP, CRM, Teams, Outlook, Microsoft Office Suite or similar software. 5. Strong analytical skills. 6. 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. 7. Attention to detail.

Supervisory Responsibility:

This position is responsible for the Aftermarket Customer Care team and reports up to the customer care manager. This role will supervise, provide input for new hires and oversee the entire performance process of the team.

Work Environment:

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. At times, employees might be exposed to manufacturing environment, including forklift traffic, fumes, noise, and operating manufacturing equipment.

Physical Demands:

1. Prolonged periods of sitting at a desk and working on a computer. 2. Must be able to lift up to 15 pounds at times.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday - Friday, 8:00AM to 5:00PM. To meet our customer demands and internal objectives, at times this role will be required to work outside of the normal schedule, including weekends.

Travel:

No overnight travel is expected for this position. There may be occasional local day travel or overnight travel as it relates to training activities or support of assigned plants/locations.

Required Education and Experience:

1. Bachelor's Degree or equivalent experience

Preferred Education and Experience:

1. Experience working in a fast paced, high-growth company. 2.

ERP, CRM

software and electronic commerce experience is preferred. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Other job duties and responsibilities may also be assigned by the incumbent's manager at any time based upon Company need. OTR Engineered Solutions is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.

Pay:

$60,000.00 - $67,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Tuition reimbursement Vision insurance

Education:

Bachelor's (Required)

Experience:

HubSpot:

2 years (Preferred) CRM software: 3 years (Required) Ability to

Commute:

Rome, GA 30161 (Required)

Work Location:

In person