Customer Care Manager

Role Overview

• Develop strong customer relationships across Allflex tag purchasers, including producers, distributors, retailers, and veterinary accounts.
• Serve as the first point of escalation for Allflex eShop order issues, tag configuration errors, product inquiries, and system challenges.
• Partner closely with Allflex Operations, Supply Chain, Sales, Marketing, and Channel teams to resolve customer issues and ensure consistent service experience.
• Drive improvement of Allflex service levels by actively identifying gaps, proposing solutions, and monitoring follow‑through.
• Lead and support a team of Allflex-focused Customer Care Specialists.
• Manage employees to expected KPIs, including accuracy, SLA performance, order quality, and customer satisfaction.
• Conduct regular one‑on‑one coaching sessions to develop capabilities in tag ordering, troubleshooting, and system support.
• Maintain a high‑quality, engaging work environment that motivates team members to exceed expectations.
• Assist with interviewing, onboarding, training, motivating, recognizing, and developing team members.
• Support daily Allflex tag operations, including order management, corrections, inventory communication, returns, credit/debit processing, and eShop issue resolution.
• Participate in daily workflow activities to understand system requirements and customer pain points; recommend process enhancements.
• Oversee scheduling and coverage plans to ensure consistent support for Allflex customers through peak seasons and high‑volume periods.
• Communicate critical component issues, allocation changes, or supply constraints affecting tag production or distribution.
• Review standard operating procedures and ensure the team meets or exceeds all requirements and service expectations.
• Monitor, improve, and maintain processes impacting Allflex ordering, allocation, and returns—ensuring accuracy, consistency, and efficiency.
• Maintain compliance with our company's Animal Health terms and conditions, quality standards, audit expectations, and regulatory requirements for identification products.
• Partner with Finance and Audit to ensure Allflex-related controls are maintained and documented.

Requirements

• 5 years of customer support or related experience
• 2 years of SAP experience
• Demonstrated leadership experience driving projects, initiatives, processes, or programs that influence cross‑functional teams
• Experience in business process improvement
• Dedicated home workspace with reliable internet
• Ability to lead through change in a fast‑paced environment

Benefits

• medical, dental, vision healthcare and other insurance benefits (for employee and family)
• retirement benefits, including 401(k)
• paid holidays
• vacation
• compassionate and sick days