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Customer Care Manager

WBA is a MBCC Group business headquartered in Amherst, New York. We have 130 dedicated employees working to service our customers throughout the world. The facility houses all of our business activities allowing for seamless and coordinated operations to support the very demanding array of our customers’ needs. For more than 60 years WBA has developed and manufactured products for some of the world’s most unique and complex projects. While our core focus has been in the area of expansion control for civil structures, our technical expertise has developed to be much farther reaching. Today we have expanded beyond our core products and offer specialty products and services to not only the bridge and highway market, but also the parking and stadium, and architectural structures markets. Our reputation has been built upon our leading engineering expertise, incomparable logistics, and our focused customer service throughout the project life cycle. The Wabo® brand and our products enjoy global recognition. Our expertise in expansion joint systems design has offered us the opportunity to design and build expansion joint systems for the most demanding of projects.We have a highly qualified staff of professional engineers and designers backed by strong relationships with national testing labs and universities. Our professional operations team employs the principles of lean manufacturing, and enterprise resource planning tools, all supported by our formal ISO 9001-2008 and AISC quality management systems. Complimenting these are our marketing and sales, and customer service teams consisting of experienced, technical professionals trained to work with you to select and develop the right solution to your project's unique requirements. These resources are available to all of our customers.WBA is a brand of MBCC Group, a leading supplier of construction chemicals products and solutions with operating production facilities and sales offices in more than 60 countries worldwide. We are looking to hire a CUSTOMER CARE MANAGER in Amherst, NY.
Department Customer Service
Job Type Full-Time
Location Amherst, NY, US

Qualifications: Formula for Success

These skills and experiences will make you a good fit for this role:

  • Bachelor’s degree in Business, Supply Chain Management, or similar discipline.
  • Five (5) or more years’ experience in Customer Service; experience in the commercial construction industry preferred.
  • Demonstrated people management and career development experience. Ability to coach, guide, and provide continuous performance feedback to team members.
  • Strong leadership and relationship management background; effective communication and customer service skills.
  • Must have strong analytical skills, attention to detail, effective issue resolution and influencing skills.
  • Must demonstrate sense of urgency and be empowered to lead process improvement initiatives.
  • Collaborate and partner with various other departments including Engineering, Sales, Procurement and Supply Chain, and Warehousing.
  • Proficiency in Excel; experience with MRP system, SAP, and SQL language preferred.

We are committed to provide an environment of mutual respect and equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law.

MBCC Group believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Principal Responsibilities

This is a high-level overview of the role we need you to fill for us:

This position is responsible for leading a team of Customer Service Representatives and Specialists who are primary points of contact for both internal and external customers. This role will ensure that order processing is completed according to established policies and service-level agreements, and customer inquiries are resolved timely and to their satisfaction. This position is also responsible for generating customer service metrics, ad-hoc sales reporting, revenue projections, as well as overseeing contract administration.

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