{"id":1474359,"url":"https://alion.io/job/victaulic-customer-care-manager","title":"Customer Care Manager","company":{"id":1885918,"name":"Victaulic","domain":"victaulic.com","url":"https://alion.io/company/victaulic","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":24,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Carol Stream, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":95000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-29T18:14:45Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-11-14T22:35:30Z","board_verified":true,"closed_at":null,"days_open":46,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":46},"description":"Job Description\nVICTAULIC\nCustomer Care Manager\nCarol Stream, IL\nFull-Time\nCustomer Care\nVictaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.\nABOUT VICTAULIC\nVictaulic, headquartered in Easton, Pennsylvania, is the global leader in mechanical pipe joining solutions, delivering advanced technologies and engineering services to address complex piping challenges faced by engineers, site owners and contractors. Since 1919, our innovative solutions have improved construction productivity and reduced risks, ensuring projects are completed safely, on time, and within budget. With over 6,000 employees spanning 50+ locations worldwide, our teams are dedicated to delivering advanced technologies and engineering expertise that address real-world challenges across a wide range of industries.\nOur sustainable solutions, made from high quality, graded scrap steel, promote circular construction by making piping systems infinitely reconfigured and minimizing environmental impact. Today, our high-quality products are used in more than 140 countries, supporting some of the world's most critical and prestigious structures.\nAN INDUSTRY LEADER WITH A HEART AS BIG AS ITS AMBITION AND INNOVATION\nAt Victaulic, we're committed to constructing a better world for and with our people.\nLet's Build a Better World Together.\nOur commitment to our people is built on four pillars:\nWe build from within.\nWe stand behind our people.\nWe foster an environment for constant learning.\nWe engineer change for a more stable and sustainable world.\nYOUR IMPACT STARTS HERE\nWe're looking for a Customer Care Manager to lead a team of Customer Care Representatives and Order Entry Specialists who communicate with customers via phone and email, enter orders, and assist with stock checks, pricing requests, and general inquiries. You'll oversee your team's use of our Epicor system and web-based applications, ensuring accurate and timely order processing, and partner closely with our outside sales team and with supply chain and distribution partners to resolve escalations. This role calls for coaching and developing a team to perform in a fast-paced, demanding environment.\nWHAT YOU'LL BUILD & OWN\nLead, coach, and develop a team of Customer Service & Order Entry Specialists, including hiring, onboarding, performance management, and ongoing skill development.\nOversee daily order processing on web-based Epicor systems, ensuring accuracy, timeliness, and adherence to service standards.\nServe as the escalation point for complex customer inquiries, pricing issues, and stock/sourcing problems that require additional authority or cross-departmental coordination.\nMonitor team performance against service-level metrics (response time, order accuracy, customer satisfaction) and put improvement plans in place as needed.\nPartner with the outside sales team and with supply chain and distribution partners to resolve sourcing challenges and align on customer priorities.\nIdentify and drive process improvements across order entry and customer service workflows to increase efficiency and reduce errors.\nManage team schedules and staffing levels to ensure adequate coverage, including during peak periods.\nCollaborate with internal departments to resolve systemic customer issues and improve cross-functional processes.\nProvide regular reporting to leadership on team performance, customer trends, and operational challenges.\nWHAT YOU BRING\n5-7+ years of experience in customer relations or order entry, including at least 1-2 years in a supervisory or team lead role.\nProven ability to lead, coach, and develop a team in a fast-paced, high-volume environment.\nExceptional verbal and written communication skills, including the ability to manage difficult conversations and resolve conflict.\nStrong track record of building and maintaining customer relationships, including handling escalated issues.\nDemonstrated decision-making, problem resolution, and process-improvement skills.\nHigh degree of emotional intelligence and business integrity.\nAbility to prioritize and multi-task while driving results with minimal oversight.\nWHAT SETS YOU APART\nFamiliarity with Epicor or other ERP systems and MS Office applications.\nUniversity degree or college diploma.\nWHAT WE OFFER\nBuild A Better Career\nCompetitive compensation with performance-based incentives\nCareer development programs and internal promotion pathways-we build from within\nTuition reimbursement and continuous learning opportunities\nBuild A Better Future\nComprehensive health, dental, and vision coverage\nRetirement savings plans with company match\nLife insurance and disability coverage\nBuild A Better You\nPaid time off, holidays, and flexible work arrangements where applicable\nEmployee Assistance Programs (EAP) and wellness resources\nInclusive, team-oriented culture where people look out for one another\nBuild A Better World\nJoin a company whose products contribute to a safer, more sustainable built environment every day.\nCOMPENSATION\nThe base salary range for this position is $95,000-$110,000 annually. Actual compensation will be determined based on experience, qualifications, skills, and geographic location. This role may also be eligible for performance-based incentives and the full benefits package described above.\nIMMIGRATION SPONSORSHIP\nVictaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.\nEQUAL EMPLOYMENT OPPORTUNITY\nVictaulic is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, gender, color, religion, national origin, age, disability, veteran status, sexual orientation, genetic data, or other legally protected status. (Background checks may be required as part of our pre-employment process).\nVICTAULIC STAFFING PARTNER COMMUNICATION POLICY\nAll staffing agencies are strictly forbidden from directly contacting any Victaulic employees, except those within the Human Resources/Talent Acquisition team. All communications, inquiries and candidate submissions must be routed through Victaulic's Human Resources/Talent Acquisition team. Non-compliance with this policy may result in the suspension of partnership, cancellation of the current contract, and/or the imposition of a mandatory probation period before any future business can resume. Additionally, non-compliance may lead to a permanent ban on future business. This policy ensures a streamlined and compliant recruitment process.\nLet's Build a Better World Together.\nvictaulic.com/careers","description_format":"text","description_chars":7042,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Flexible schedule","Life insurance","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Government","Science & Engineering","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-09-29T18:14:45Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 4 · green card filings: 1","filings_12m":4,"filings_prev_12m":3,"green_card_filings_12m":1,"median_offered_wage_usd":105500,"route":null,"cap_exempt":false,"checked_at":"2026-11-14T07:33:33+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":37,"band":"fade","label":"Fading","p_open":1,"p_active":0.612,"p_room":0.6,"age_days":45,"expected_fill_days":49,"reasons":["conf:0","stale_co","velocity","win:late","crowd:brand"],"computed_at":"2026-11-14T05:58:10Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":false},"html_url":"https://alion.io/job/victaulic-customer-care-manager","json_url":"https://alion.io/job/victaulic-customer-care-manager.json","meta":{"generated_at":"2026-11-14T22:36:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29730,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1885918},"rest":"https://alion.io/mcp/rest/get_company?id=1885918"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvictaulic-customer-care-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvictaulic-customer-care-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvictaulic-customer-care-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/victaulic-customer-care-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvictaulic-customer-care-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1474359}},{"tool":"search_jobs","arguments":{"company":"victaulic.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1474359},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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