Customer Experience Leader

Customer Experience Leader CPG Industry Monday-Friday Columbus, Ohio, Onsite Permanent Opportunity Why You’ll Love This Job:

• 401K
• Full Benefits;
  Medical, Dental, Vision
• Growth oriented

• Lead the Customer Service team to deliver exceptional responsiveness, communication, and customer satisfaction.
• Build strong customer relationships, serve as the primary escalation point for issue resolution, and improve processes for order communication, complaint handling, follow-up, and customer feedback.
• Partner with Supply Chain, Shipping, Quality, and Operations to ensure customer expectations for delivery, product quality, and service are consistently met.
• Develop and standardize new customer onboarding processes and cross-functional procedures to ensure efficient execution and a seamless customer experience.
• Drive initiatives that enhance the overall customer experience and strengthen long‑term customer partnerships.
• Identify and implement improvements to quality systems, customer communication, complaint notification, corrective actions, standard work, and operational processes.
• Utilize customer feedback and performance data to drive continuous improvement initiatives, implement scalable processes, and develop KPIs and reporting to measure quality performance and customer satisfaction.
• Provide leadership, coaching, and accountability for the Customer Service team while fostering a culture of responsiveness, teamwork, accountability, and customer satisfaction.
• Support hiring, onboarding, training, and development of team members, and promote cross-functional collaboration to improve communication and execution.
• Ensure compliance with customer requirements, GMPs, sanitation standards, and applicable regulatory requirements.
• Support customer audits, internal audits, customer service documentation, new product launches, and customer onboarding activities.

• Bachelor’s degree in Business, Operations, Engineering, or related field preferred
• 5+ years of leadership experience in customer service, manufacturing, or operational management
• Experience working in a manufacturing environment required
• Strong understanding of Customer Service systems, corrective actions, root cause analysis, and continuous improvement
• Excellent communication, customer relationship, and problem-solving skills
• Proven ability to lead teams and manage cross-functional initiatives
• Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment
• QMS system ownership experience preferred
• ERP or manufacturing systems experience preferred
• Experience in consumer products or related manufacturing industries
• Experience managing customer-facing functions
• Lean Manufacturing, Six Sigma, or quality certification experience is a plus
• Experience supporting high-growth manufacturing operations