Customer Care Manager BioCare - 3.2 Tempe, AZ Job Details 18 hours ago Benefits Disability insurance Health insurance Dental insurance Tuition reimbursement Paid time off Adoption assistance 401(k) 5% Match Employee assistance program Vision insurance 401(k) matching Life insurance Paid sick time Qualifications Computer operation Customer communication Confidential information handling Spreadsheets Microsoft Office Full Job Description BioCareSD Customer Care Tempe, Arizona Job summary: The Customer Care Manager is responsible for overseeing the daily operation of the Customer Care Team. In this role, you will provide world class customer service by leading and motivating the customer service team, monitoring metrics, and coordinating with other departments.

Primary responsibilities:

Work with customers to ensure an excellent sales process. Develop, implement, and closely monitor SLA metrics Coordinate efforts with key stakeholders, both internally and externally to solidify a seamless customer experience. Manage process flows to include and collaborate with multi-stakeholder business units and identify efficiency gaps and proactively implement solutions to address them Conduct quality review of order accuracy and external communications Collect and analyze data related to escalated incidents and problems, identifying trends, patterns, and potential correlations Work within multiple software systems to include Salesforce, SAP, MS Office, etc. Perform all other duties as assigned by management Required competencies, knowledge, skills, and abilities: Excellent customer service skills Strong analytical and problem-solving skills with the ability to think strategically and independently Knowledge of sales operations Excellent skills in the areas of planning, organizing, and negotiating to deliver results with a variable workload and multiple priorities Ability to work independently and as an active participant in a team environment Proficient computer skills, including intermediate to advanced level spreadsheet application ability Excellent interpersonal skills, including the ability to communicate effectively in both oral and written formats with customers, employees, and vendors at all levels Ability to maintain confidentiality Must possess the skills and abilities required to successfully perform all assigned duties and responsibilities Must be able to pass a drug test and background check aligned with state and federal laws and regulations Required certifications, licenses, education, and experience: 3 to 5 years related experience Prior experience in customer facing role handling complex issues Preferred education, competencies, knowledge, skills, and abilities: Bachelor's degree Prior 3PL experience Knowledge of REMS Program and Manufacturer Dropship Problem-solving and project management skills Physical demands and work environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Prolonged periods sitting at a desk and working on a computer and/or phone