Customer Care Manager


Amherst, NY, US, 14228

Job Category:  Supply Chain Management
Brand:  Watson Bowman Acme
Job Type:  Full Time
Work Location:  On-Site
Contract Type:  Permanent

At Watson Bowman Acme Corp, a brand of MBCC Group, we have over 70 years of design, manufacture, and supply of innovative expansion control systems throughout the World.  Our technical expertise in providing the infrastructure and commercial construction industries, including bridge, parking facilities and stadiums, and architectural building structures with best-in-class products and services clearly sets us apart, and we are recognized as the leading global expansion control brand.  Our unique value is partnering with Owners, Specifiers, Contractors and Distributors to offer responsible solutions that range from standard products to one-of-a-kind solutions.


We constantly strive to solve tomorrow’s challenges with our diverse talent, sound science, innovation, and collaboration with our global partners. We are seeking motivated, adaptable candidates who will bring fresh ideas to meet evolving customer demands in the construction industry while embracing sustainability and our strong safety conscious culture.


MBCC Group is 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 located in Amherst, NY.


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.


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

  • Bachelor’s degree in Business, Supply Chain Management, or similar discipline is preferred.
  • Five (5) or more years’ experience in Customer Service; experience in manufacturing and/or 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.
  • Possess the legal right to work and remain in the United States without sponsorship.


Location: Amherst, NY


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.