Wholesale Customer Care Manager

Customer Care Manager

Location: Tire Rack – South Bend, IN
Department: Customer Care
Employment Type: Full-Time, Exempt
Reports To: Vice President of Customer Care

Lead a Team That Delivers Exceptional Customer Experiences

At Tire Rack, we believe exceptional customer service is at the heart of everything we do. We're looking for an experienced Customer Care Manager to lead and develop a high-performing team dedicated to delivering outstanding support to our customers.

This leadership role is ideal for someone who is passionate about coaching others, improving processes, using data to drive decisions, and creating an exceptional customer experience. You'll oversee daily call center operations, mentor Customer Care Representatives, collaborate with cross-functional teams, and help shape the future of our customer service organization.

If you're an experienced customer service leader who thrives in a fast-paced environment and enjoys building strong teams, we'd love to hear from you.

What You'll Do

• Lead, coach, and develop a team of Customer Care Representatives, fostering a positive, high-performance culture.

• Ensure customer inquiries and concerns are resolved professionally, accurately, and in a timely manner.

• Monitor call center performance, service levels, and key performance indicators (KPIs) to improve efficiency and customer satisfaction.

• Develop, implement, and maintain customer service policies, procedures, and best practices that promote consistency and quality.

• Analyze customer feedback, trends, and operational data to identify opportunities for continuous improvement.

• Handle complex or escalated customer concerns with professionalism while ensuring positive resolutions.

• Review customer care reports, productivity metrics, and quality assurance results to drive performance improvements.

• Provide ongoing coaching, mentoring, and training to strengthen associate performance and professional development.

• Recruit, onboard, train, and conduct performance evaluations for Customer Care team members.

• Approve employee timecards, manage attendance, and oversee vacation and personal time scheduling.

• Ensure order reminders and customer follow-up activities are completed accurately and on time.

• Partner with Sales, Credit, Warehouse Operations, Technology, and other departments to deliver a seamless customer experience.

• Promote a culture of accountability, continuous improvement, and exceptional customer service.

• Perform additional duties and projects as assigned.

What We're Looking For

• Minimum of 5 years of leadership experience in Customer Service, Customer Care, or Call Center Management.

• Proven ability to lead, motivate, and develop high-performing customer service teams.

• Excellent communication, coaching, conflict resolution, and interpersonal skills.

• Strong analytical and problem-solving abilities with experience using metrics to improve performance.

• Experience managing customer service software, workforce management systems, and reporting tools.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Ability to build collaborative relationships across departments while maintaining a customer-first mindset.

• Proficiency with Microsoft Office Suite and experience using AI productivity tools such as Microsoft Copilot or ChatGPT is a plus.

Education

• High school diploma or equivalent required.

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field preferred.

Schedule

• Monday through Friday

• Typical hours: 8:00 a.m. – 6:00 p.m.

• Additional hours, occasional weekends, and limited local travel may be required based on business needs.

Why Tire Rack?

At Tire Rack, you'll have the opportunity to lead a talented team while making a direct impact on the customer experience. We invest in our people by providing opportunities for professional growth, leadership development, and continuous learning in a collaborative and innovative environment.

If you're ready to inspire a team, improve operations, and help deliver world-class customer service, we'd love to hear from you.

Apply today and help shape the future of Customer Care at Tire Rack.

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