Customer Experience Manager (Greer)

Position SummaryThe Manager, Customer Care is responsible for leading the end-to-end customer experience from pre-sale technical support through post-sale execution. This role oversees customer service operations, order management, issue resolution, onboarding coordination, and account health management to ensure a high-quality and scalable customer experience.The ideal candidate is proactive, customer-focused, operationally minded, and capable of building processes that support company growth while maintaining strong service levels and customer satisfaction.Key Responsibilities· Lead day-to-day customer care operations, ensuring timely and professional customer support.· Manage inbound customer service inquiries, order status updates, issue escalation, and resolution management.· Own customer onboarding processes and ensure seamless transition from sales to operations.· Monitor and communicate SLA performance metrics internally and externally.· Develop and maintain customer health monitoring processes in partnership with the Sales team.· Proactively identify at-risk accounts and coordinate recovery strategies.· Build scalable workflows, reporting tools, and service procedures to support operational growth.· Partner cross-functionally with Sales, Operations, Repair, Fulfillment, and Leadership teams to improve customer experience.· Track customer satisfaction metrics and implement continuous improvement initiatives.· Assist in developing KPI dashboards and operational reporting standards.· Support strategic initiatives related to process optimization and operational efficiency.Qualifications· Bachelor's degree preferred or equivalent experience.· 5+ years of experience in customer service, account management, operations, or customer success leadership.· Experience managing escalations and customer relationships in a fast-paced environment.· Strong organizational and communication skills.· Ability to build processes and drive operational improvements.· Proficiency in CRM and ERP systems preferred.· Strong analytical and problem-solving abilities.Preferred Skills· Experience in manufacturing, logistics, technology, repair services, or supply chain environments.· Familiarity with SLA management and customer performance metrics.· Ability to manage multiple priorities while maintaining a high level of customer service.---