Customer Experience Manager

Description

About Justrite Safety Group At Justrite Safety Group, we’re more than just a collection of industrial safety companies; we’re a dynamic organization dedicated to protecting people, property, and the planet. Our ever-growing portfolio of companies collaborates to deliver advanced industrial safety solutions that set the standard for excellence.

As our business continues to grow, we continue to look for top talent to join our team as we lead the charge in revolutionizing industrial safety, ensuring that every worker returns home safe, every workplace remains secure, and our environment thrives for generations to come. With Justrite Safety Group, safety isn’t just a priority—it’s our passion.

Within our Motion Safety business in Broomfield, we design and manufacture critical safety solutions that protect workers in industrial environments. Our team is focused on delivering high-quality products and exceptional customer experiences that support our customers’ operational success.

The Customer Experience Manager - Motion Safety is responsible for leading the customer service function at our Broomfield location. This role drives daily operations, team performance, and customer satisfaction while ensuring a high level of responsiveness, accuracy, and collaboration across departments. This leader will play a key role in strengthening customer relationships, improving processes, and supporting sales growth by aligning customer service execution with business priorities.

As a member of our Customer Service team, you’ll join a dedicated group committed to delivering exceptional service and support in the safety industry. Your role will involve guiding customer service operations to ensure high standards of responsiveness and problem resolution, while fostering a proactive approach to customer satisfaction. You’ll have the opportunity to drive improvements, implement innovative solutions, and collaborate with top professionals across the company.

This position allows you to make a significant impact on our customer relationships and uphold Justrite’s reputation as a leader in safety and protection.

• Lead the Broomfield Customer Service team, including day-to-day operations, staffing, and performance management.
• Coach and develop team members to drive strong customer engagement, accountability, and results.
• Deliver consistent feedback and establish clear performance expectations.
• Foster a collaborative, positive, and high-performing team environment.

• Ensure timely and accurate processing of orders, quotes, and customer inquiries.
• Maintain high standards of responsiveness, communication, and issue resolution.
• Guide resolution of escalated customer concerns and identify root causes.
• Monitor call handling, order accuracy, and service trends to improve performance.

• Support sales efforts by managing smaller accounts not assigned to inside sales.
• Partner closely with Regional Sales Managers and Business Development teams to support customer needs.
• Drive conversion and support revenue growth through effective customer engagement and follow-up.
• Maintain a strong understanding of pricing strategy and provide feedback as needed.

• Develop and implement standard operating procedures to drive consistency and efficiency.
• Establish and monitor key performance indicators (KPIs) for the customer service team.
• Analyze data and reporting to identify trends, gaps, and improvement opportunities.
• Lead continuous improvement initiatives to enhance both team performance and customer experience.

• Partner with Operations, Supply Chain, Quality, and Engineering teams to resolve issues and improve processes.
• Work with Marketing to ensure alignment on new products, messaging, and customer opportunities.
• Ensure clear communication across departments to support customer satisfaction and business objectives.

To ensure your success from day one in this role, Justrite requires the following…