Customer Experience Manager

The WEBTECH® Customer Experience Manager leads the customer-facing order management process while coordinating closely with manufacturing, sales, purchasing, and production teams to ensure accurate communication, reliable fulfillment, and consistent customer experience.

Essential Job Duties and Responsibilities

Customer Experience & Order Management

• Lead the end-to-end customer experience for all WEBTECH® products, ensuring accurate order processing, proactive communication, and exceptional customer service across multiple manufacturing locations.
• Manage the centralized order fulfillment process for Frontier 90 CGF and Pioneer 88 GRF product lines, coordinating activities between customers, sales, manufacturing, logistics, and customer service teams.
• Oversee Customer Service Representative and Key Account Management functions, including order entry, billing administration, customer communications, and Customer Recycle Program management.
• Serve as the primary point of contact and advocate for customers, ensuring timely communication regarding order status, delivery schedules, product availability, and issue resolution.
• Develop and maintain strong customer relationships that support long-term business growth, customer retention, and overall customer satisfaction.

Production Planning, Scheduling & Forecasting

• Partner with manufacturing, purchasing, and sales teams to align customer demand with production capabilities and inventory requirements.
• Coordinate finished goods and raw material planning activities to support customer forecasts, optimize inventory levels, and maximize production efficiency.
• Assist in the procurement planning of critical raw materials required to support production schedules and customer commitments.
• Collaborate with sales and production leadership to develop and maintain monthly and annual demand forecasts that support business objectives.
• Monitor order trends, inventory levels, and production capacity to proactively identify potential supply challenges and implement corrective actions.

Claims Management & Problem Resolution

• Facilitate the customer claims process through Salesforce by documenting claims, coordinating investigations, communicating with internal stakeholders, and supporting the timely resolution of customer concerns.
• Initiate customer credits and related documentation following claim resolution in accordance with established company procedures.
• Drive root cause analysis and continuous improvement efforts to reduce recurring customer issues and improve overall customer satisfaction.
• Utilize Qlik View, People Soft, Salesforce, and other business systems to monitor performance, analyze customer and order trends, and identify opportunities for operational improvement.
• Prepare and distribute monthly customer service performance reports and key operational metrics for management review.
• Analyze customer ordering patterns and inventory utilization to improve material efficiency, production planning, and service levels.
• Identify and implement process improvements that enhance customer experience, increase operational efficiency, and support organizational objectives.

Leadership & Team Development

• Provide leadership, direction, coaching, and performance management for Customer Service Representatives and related customer service personnel.
• Foster a customer-focused culture built on accountability, teamwork, continuous improvement, and operational excellence.

Other Responsibilities

• Maintain effective working relationships across sales, manufacturing, purchasing, logistics, and finance functions to ensure alignment of customer requirements and business objectives.
• Perform additional duties and special projects as assigned.

Supervisory Responsibilities

Direct reports may include Customer Service Representatives and related customer service support roles.

Education and/or Experience

(Includes Certificates, Licenses, or Registrations required)

• College degree, or 5 to 10 years of experience in Customer Service / Material Control.
• Valid driver's license.

Other

Skills and Abilities

(Includes computer, language, mathematical, and analytical skills required)

• PC literate, with the ability to effectively…