Customer Care Manager

JOB SUMMARY

The Customer Care Manager provides leadership and direction for a multi-disciplinary team that manages a large portfolio of smaller and diverse retailers. The objective is to create a repeatable and process-oriented go to market motion in a one-to-many fashion. This individual leads the department in delivering a high‑quality customer experience by overseeing all core Customer Care functions, managing complex escalations, and supporting Sales through accurate and timely order processing. This role provides strong team leadership by balancing workloads, coaching and developing staff, creating, documenting, and implementing repeatable processes, managing daily operations, and resolving conflicts across customers, partners, and internal teams. The manager drives operational excellence by maintaining and improving SOPs, refining processes to remove friction, guiding strategic initiatives, and ensuring the team remains knowledgeable through ongoing product and solutions training. The Customer Care Manager will look for ways to leverage current and future systems along with AI best practices to gain efficiencies and scale over time.

RESPONSIBILITIES

Customer & Cross Functional Support

• Work cross functionality to find efficient and effective ways of communicating to our retailers and educating them on our products and solutions.
• Process existing customer orders from simple to complex to support Sales in pursuing strategic, high value opportunities.
• Serve as the primary escalation point for complex Customer Care issues.
• Coach and train team on how to overcome customer objections related to service, product, and support by coordinating appropriate resources and service level.
• Act as a liaison between Customer Care and Support, Hardware Development, and Marketing to advocate for customer needs.

Leadership & Team Development

• Provide leadership and direction for a multi-disciplinary team that manages a large portfolio of smaller and diverse retailers.
• Assess and allocate team workloads based on capacity, skill sets, and priority demands to meet operational goals and departmental quota.
• Mentor, motivate, and develop team members to meet and exceed goals.
• Conduct regular 1:1 coaching sessions to drive individual success.
• Provide ongoing, constructive performance feedback through PerformYard.
• Manage day‑to‑day team operations, including assignments, training, professional growth, and knowledge sharing.
• Lead departmental conflict resolution involving partners, customers, and internal teams.
• Manage Customer Care scheduling and timecard administration.

Operational Excellence & Process Improvement

• Evaluate and continuously refine Customer Care SOPs and policies to reduce friction and inefficiencies.
• Implement and maintain discipline and rigor for adherence to our CRM policies.
• Oversee Customer Care roles across strategic projects and operational initiatives.
• Continue product and solutions education through CATAPULT and other training resources.

QUALIFICATIONS

• 3+ years of proven sales experience.
• 2+ years of Management Experience.
• Must have strong working knowledge of ECRS internal processes: account setup, account administration, contractual agreements, service level agreements, etc.
• Strong ability to navigate all ECRS Internal System Resources (CRM, Microsoft suite, Product Vault, etc.).
• Strong ability to learn and retain product knowledge.
• Ability to travel as needed to Tradeshows or onsite customer visits.
• Ability to prioritize and multitask.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions. We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.