Inbound Customer Care, Manager

Inbound Customer Care, Manager

The Inbound Customer Care Manager is a pivotal leadership role for overseeing a team of customer care representatives. This position ensures the delivery of gold standard inbound customer support and exceptional customer experiences, driving timely order fulfillment, effective issue resolution, and proactive customer engagement.

As a key liaison between Operations, Sales Leadership, and Marketing, the Manager fosters a culture of excellence, accountability, and proactive communication within and across teams. Responsibilities include providing supervision and oversight for all customer support activities, such as phone-based interactions and processing customer communications. A core aspect of this role involves coaching, performance management, and implementing robust personnel development initiatives for the Customer Care team.

Your Responsibilities :

• Lead, mentor, and develop a high-performing customer care team focused on delivering exceptional customer experiences.
• Monitor and coach team members to ensure compliance with regulatory, quality, and service standards.
• Oversee efficient handling of customer inquiries and serve as an escalation point for complex issues.
• Analyze key performance metrics (KPIs) to drive continuous improvement and operational excellence.
• Collaborate cross-functionally with Operations, Sales, and Marketing to support seamless customer experiences and new product launches.

What You Need to Succeed (Minimum Qualifications) :

What Will Give You a Competitive Edge (Preferred Qualifications) :

Additional Information :

Don't meet every single requirement? Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!

Elanco Benefits and Perks :

We offer a comprehensive benefits package focusing on financial, physical, and mental well-being while encouraging our employees to pursue our purpose! Some highlights include :

Elanco is an EEO / Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.