At Elanco (NYSE: ELAN) – it all starts with animals!
As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose – all to Go Beyond for Animals, Customers, Society and Our People.
At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.
Making animals’ lives better makes life better – join our team today!
Your Role: 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):
Education: High school diploma or GED required; postsecondary degree preferred but not required.
Experience: Must have at least 3 years of customer service experience (i.e., retail, hospitality, call center, etc).
Previous experience working in a call center environment is highly preferred.
Proven experience managing and leading at all levels.
Adept at leading teams and/or self through change, promoting adaptability and positive outcomes.
What will give you a competitive edge (preferred qualifications):
Proven experience managing and developing customer support teams, including call queue oversight, hiring, onboarding, and performance management.
Demonstrated success in achieving and exceeding key performance metrics through effective leadership and team engagement.
Exceptional communication, organizational, and problem-solving skills with a strong customer-first and compliance-focused mindset.
Ability to collaborate effectively across diverse business functions and resolve conflicts with professionalism and integrity.
Proficient in Microsoft Office Suite with the ability to quickly learn new systems; bilingual in English and Spanish a plus.
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:
Multiple relocation packages
8-week parental leave
9 Employee Resource Groups
Annual bonus offering
Flexible work arrangements
Up to 6% 401K matching
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
