Customer Experience Manager

Location: Broomfield

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 Contribution You'll bring to this Role:
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.

About the Team:
As a member of our  Customer Service  team, you'll join a dedicated team 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.
What You'll Do at Justrite:
Leadership & Team Development
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

Customer Experience & Operations
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

Sales & Account Support
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
Process Improvement & Metrics
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

Cross-Functional Collaboration
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
Your Skills and Expertise:
To ensure your success from day one in this role, Justrite requires the following qualifications at a minimum:
Bachelor's degree preferred or equivalent experience
3+ years of leadership experience in customer service or call center environment
Strong team leadership, coaching, and performance management skills
Excellent communication and problem-solving abilities
Additional qualifications that could help you succeed even further in this role include:
Experience in manufacturing, industrial, or safety-related industry
Experience managing a metrics-driven customer service organization
Ability to develop and implement standard work and process improvements
Strong business acumen and ability to support sales strategy
High level of comfort in a fast-paced, data-driven environment
Compensation:
The position offers a competitive base salary ranging from $70,000 to $85,000.
Actual base salaries will vary and may be above or below the…