Manager, Customer Care in Plattsburgh, New York at MRP Solutions

DEPARTMENT: Customer Care

REPORTS TO: Director of Customer Care

POSITION DESCRIPTION:

MRP Customer Care’s primary function is to provide an exceptional customer experience from purchase order receipt to product delivery. The Customer Care Manager is responsible for the overall support and performance of the Customer Care department. The Customer Care Manager drives the operational strategy, technology roadmaps, and execution of support services for external commercial accounts and distributors. This role bridges the gap between commercial sales and post-sale operational excellence, leveraging Salesforce Service Cloud to optimize the customer lifecycle.

Key Performance Indicators (KPIs) & Success Metrics

The performance of this role and the department will be evaluated against the following benchmarks:

• Service Excellence: Maintain a B2B Customer Satisfaction (CSAT) score of ≥ 92% and a Net Promoter Score (NPS) increase of +5 points annually.
• Operational Efficiency: Improve First Contact Resolution (FCR) by 15% through optimized Salesforce automation and agent routing rules.
• Response Velocity: Achieve a First Response Time (FRT) under 2 hours for Tier 1 commercial accounts and lower Average Handle Time (AHT) on order issues by 20%.
• Data Accuracy: Maintain ≥ 98% accuracy in case logging, order entry, and Salesforce CRM data hygiene.
• Commercial Impact: Drive client retention by keeping account churn below 2% through proactive escalations and case resolution.

DUTIES AND RESPONSIBILITIES:

• 1. Commercial Sales Support & Account Management
  • Channel Alignment: Direct the customer care framework for external B2B accounts, manufacturing reps, and commercial sales teams to ensure frictionless order-to-cash workflows.
  • Escalation Ownership: Act as the ultimate resolution point for critical delivery shortages, pricing disputes, and high-value customer bottlenecks.
  • Sales Collaboration: Partner with Vice Presidents of Sales to build proactive communication plans for key manufacturing accounts.

• 2. Salesforce Service Cloud Optimization

  • Architecture Utilization: Serve as the business owner for Salesforce Service Cloud, maximizing Omni-Channel routing, macros, and automated case classification.
  • Data Integration: Oversee the data synchronization between the manufacturing ERP system and Salesforce to provide a true 360-degree view of account health.
  • Digital Transformation: Implement advanced Service Cloud features, such as Einstein AI for predictive case analytics and self-service customer communities.

• 3. Team Leadership & Coaching

  • Talent Development: Manage and mentor a team of B2B Customer Care Specialists, setting clear operational targets and professional development pathways.
  • Culture of Metrics: Foster a data-driven environment focused on achieving the targeted CSAT, FCR, and response time metrics.

SKILLS REQUIRED:

• Experience: 7+ years of customer service management experience exclusively within a manufacturing, industrial, or supply chain B2B environment.
• Commercial Acumen: Proven history of supporting external sales channels, commercial accounts, and dealer networks.
• Salesforce Expertise: 5+ years of practical business administration experience using Salesforce Service Cloud.
• Technical Savvy: Experience managing ERP-to-CRM workflows (e.g., SAP, Oracle, or Microsoft Dynamics integrations with Salesforce).
• Certifications (Preferred): Salesforce Certified Service Cloud Consultant or Salesforce Certified Administrator.

PHYSICAL REQUIREMENTS:

This job operates primarily in an office setting. While performing the duties, the employee will be required to sit and/or stand, talk or hear, both in person and by telephone; use hands, fingers and arms feel objects or controls, reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. May be required to stoop, kneel, bend, crouch and lift up to 25 pounds. May need to walk varying distances and climb stairs.

About MRP:

MRP Solutions (MRP), a plastic cap manufacturer, is a leading provider of high-quality, injection molded plastic closures, jars and packaging components used every day by millions of consumers around the globe. But we offer more than just plastic caps and lids – we deliver industry-leading packaging solutions tailored to each customer’s unique requirements, providing best-in-class product protection while ensuring consumer confidence.

MRP Solutions combines extensive packaging expertise with a consultative approach to reliably uncover customer needs. By understanding your business goals, we can tailor smarter, safer, and more flexible packaging solutions that reduce cost and increase speed to market, helping your businesses capitalize on opportunity. By constantly innovating, MRP enables our customers to grow, making us a preferred partner.

We are passionate about partnering with distributors and manufacturers who understand that plastic caps and lids are a small but important part of how people experience their brands. Together, we deliver packaging with purpose.

Our Vision:

We deliver industry-leading packaging solutions tailored to each customer’s unique requirements, providing best-in-class product protection while ensuring consumer confidence.
By constantly innovating, MRP enables our customers to grow, making us a preferred partner.

Our Values & Beliefs

• Integrity – We have the courage to act with the highest level of integrity, even when no one is watching. We do what is right 100% of the time.
• Value Creation – The sole reason a company exists is to create real long-term value for society. This starts with ensuring human safety, as value cannot be created without first protecting human life. We seek opportunities for mutual benefit with all of our stakeholders, including customers, employees, shareholders, suppliers, and the communities in which we operate. In everything we do, our overarching goal is to deliver superior results..
• Accountability - We are accountable to each other and to our stakeholders. We say what we do and do what we say. We embrace a culture of ownership, empowering and equipping employees with the ability to own their outcomes.
• Entrepreneurial - Everyone thinks and acts like owners, employing good economic and critical thinking skills while adopting the risk profile of our shareholders. We are inquisitive, constantly seeking out opportunities to improve, actively searching for and innovating across each and every aspect of our business. We relentlessly strive to understand and profitably anticipate what our customers need and value, because if our customers do not grow, we do not grow.
• Respectful and Friendly – Everyone deserves to be treated with respect and dignity. Because everyone's perspective has value, we embrace diversity of thought, background and experiences. We are friendly and lead with a smile. What we do is important, but how we do it is what makes it impactful.
• Change - We actively seek out and embrace change wherever profitable. Because society is constantly identifying and employing new and better ways of accomplishing tasks, we must constantly innovate, reinvent and, ultimately, destroy the old ways of doing business. We actively engage in rigorous debate and embrace challenge to ensure we stay relevant and deliver superior results.
• Fulfillment – Our employees are the foundation of our success. We foster an environment enabling our employees to learn, grow and accept more accountability as they demonstrate capability. We promote more than just individual connection as community at work brings people together through common interest, objectives or experiences.

MRP Solutions is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, color, religion, sex (including sexual orientation, gender identity or expression, transgender status), national origin, age, disability, medical condition, marital or protected veteran status or any other basis or characteristic prohibited by applicable federal, state, or local law. Consistent with the obligations of state and federal law, MRP Solutions will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources

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