Customer Care Manager

Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants serving the construction and industrial end markets. ICP Group is comprised of leading brands known for innovation, quality, and performance. Founded in 2015 and supported by a lean corporate team, ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings, adhesives, and sealants companies in North America. ICP Group is headquartered in Andover, MA and has manufacturing and distribution sites throughout North America, Latin America, UK, Europe and the Asia Pacific region.

ICP Group is seeking a Customer Care (CC) Manager to join our team. As part of the CC leadership team, this role oversees the Coatings business unit customer care team (including paint, flooring, sealers, decking, and related products). The team consists of approximately 10 employees.

The CC Manager will lead initiatives to improve efficiency, build robust processes, and drive a best-in-class customer experience. This includes developing a structured onboarding program, setting SMART goals aligned with business objectives, implementing short-term forecasting, and establishing a mentoring program to foster professional growth for Customer Care Representatives.

This position is currently hybrid (based in Tampa, FL or Andover, MA); 3 days in the office weekly. With the ability to travel 25%.

In this role you will be responsible for the following:

• Lead, coach, and manage a team of Supervisors and Customer Care Representatives across daily activities including order entry, phone support, and Salesforce case management.
• Act as the escalation point for the CC team, demonstrating strong business acumen and problem-solving skills.
• Maintain and monitor CC Key Performance Indicators (KPIs) such as Order Accuracy, On-Time Order Entry, Returns Authorizations, and Credit Processing.
• Partner with Sales to promote an account team mentality across functions and strengthen collaboration.
• Mentor team members to proactively anticipate and address customer needs, going beyond transactional support.
• Facilitate cross-training opportunities within the CC team to strengthen business support and drive cross-selling initiatives across product lines.
• Analyze Salesforce cases to identify trends, root causes, and opportunities to reduce case volume through process improvements.
• Standardize and streamline order entry processes to improve consistency and enable further cross-training.

Requirements

• Minimum 5+ years of customer service management experience.
• Prior experience in building materials and/or manufacturing industry is strongly preferred , especially in technical/solutions-driven service environments.
• Proven leadership experience, with a track record of implementing KPIs and SOPs that drive measurable improvements.
• ERP system experience required; Syspro experience a plus but not required.
• Strong organizational skills and a passion for advocating for customers while balancing company objectives.
• Proficiency with Microsoft Office Suite, Salesforce, and Power BI.
• Ability to travel up to 25%.

ICP Group is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.