Regional Customer Experience Manager

Location: McCook

The Regional Customer Experience Manager leads and supports a regional team of Customer Experience Representatives (CER) to ensure exceptional customer experience, efficient order processing, clear communication, and strong cross-functional collaboration. This role collaborates with Sales, Technical Support, and Operations to ensure a seamless customer experience aligned with Triad’s service standards. This is a full-time position, M–F, 8:00 am – 5:00 pm.

Directly supervise, coach, and develop a team of CERs, providing clear performance expectations, feedback, and professional development.

Monitor daily customer experience activities, ensuring accurate and timely processing of orders, quotes, and customer inquiries.

Act as a resource for escalated customer issues by providing resolution support with a customer-first approach and serving as the internal advocate for customer needs.

Partner closely with Sales, Operations, Retail, Purchasing, and Technical Support teams to ensure customer needs are met efficiently.

Oversee and improve processes related to order entry, pricing accuracy, customer communication, and complaint resolution.

Track key performance metrics for the customer experience team, including order accuracy, response times, and customer satisfaction levels.

Conduct regular team meetings to share updates, review performance, and provide training on processes, systems, and product knowledge.

Participate in hiring and onboarding new CERs within the assigned region.

Lead initiatives to drive continuous improvement in customer experience processes, helping to identify and remove bottlenecks.

Support company initiatives around P21 utilization, Zendesk accuracy, and customer experience best practices.

Maintain visibility to daily operations, assisting with order entry and customer inquiries when necessary to support team workload.

Ensure adherence to company policies, procedures, and service standards across the regional customer experience function.

Other duties as assigned.

Skills & Experience High School diploma or equivalent required; associate or bachelor’s degree preferred.
3-5 years of customer service experience in distribution, manufacturing, industrial, or a similar industry.

At least 1-2 years of leadership experience (supervisory, lead, or management role) preferred.

Excellent interpersonal and communication skills, both verbal and in writing

Demonstrated ability to effectively manage a team and resolve customer issues.

Solutions-oriented approach to resolution and escalation of customer issues.

Ability to manage multiple priorities in a fast-paced environment while maintaining strong follow-up and attention to detail.

Experience with ERP and business communication systems; familiarity with P21 and Zendesk is preferred.

Proficient in Microsoft Office Suite, including Outlook, Teams, Word, and Excel.