Customer Experience Manager

Job Title:

Customer Experience Manager

Company:
Gordon Sinclair

Location:

REMOTE

About Us:At Gordon Sinclair, we are trusted makers of well-crafted and beautifully brandable merchandise for work, home, and all the moments in between. Our foundation is built on the following core values:

• Trustworthy:Our foundation is built on trust and integrity. We are reliable, honest, and committed to doing the right thing.
• One Team:Together, we achieve greatness. We celebrate our victories, learn from our losses, and support each other every step of the way. Our strength lies in our unity.
• Resourceful:We are proactive problem-solvers. We encourage continuous learning and adapt to challenges with innovative solutions, ensuring confidentiality and excellence for our employees and customers.
• Creative:Innovation is at our core. We bring creativity to our product decoration and customer service, always finding unique solutions to meet our customers' needs.
• Positive:We foster a positive environment by assuming good intentions, celebrating successes publicly, and providing constructive feedback privately. Respect for everyone is paramount.
• Accountable:We uphold the highest standards. We follow through on our commitments and set clear expectations, holding ourselves and each other accountable.

We are seeking a customer-focused operational leader to support our distributor accounts, ensuring fast, consistent, and proactive service across order intake, artwork/proofing, production tracking, and issue resolution. This role serves as the key liaison between Sales, Customer Service, and production teams—standardizing service levels, improving communication, and aligning workflows to deliver an exceptional customer experience. The position will also drive CRM (Net Suite) consistency, support KPI tracking, and help implement process improvements through templates, documentation, and automation.

Deep knowledge of the promotional products industry is required to effectively partner with distributors and manage expectations around proofs, timelines, and production realities.

• Serve as the primary operational support forourdistributor accounts, ensuring they receive responsive and consistent service.
• Monitor customer needs, recurring challenges, communication gaps, and common service issues.
• Identify trends that inform improvements to processes, service delivery, and customer outcomes.
• Support Sales in providingtimelyupdates, clear expectations, and proactive communication for these accounts.

• Partner with Customer Service Leadand Sales leadership to define workflows, response times, and service expectations for accounts.
• Ensure inquiries, quotes, proofs, and production updates are handled consistently and efficiently.
• Partner with Customer Service Lead and Sales leadership to support the creation and maintenance of standardized templates, FAQs, and customer communication tools.

• Support all core customer service processes including order intake, artwork coordination, proofing, and production tracking.
• Lead the Customer Service teamwith day-to-day coordination and operational oversight.
• Maintain and update documentation, SOPs, and communication standards to ensure consistency across the CS team.
• Support the offshore CS team by reinforcing best practices andidentifyinggaps in process or quality.

• Act as the connection point between Sales and Customer Service to ensure seamless handoffs and clear communication.
• Provide Sales withtimelyinformationregardingproofs, production timelines, and potential delays.
• Help prepare customer summaries, follow-up communication, and action items related to small account projects.

• Maintainaccuratecustomer records, communications, and order details within Net Suite.
• Support CRM adoption across the Customer Service team by reinforcing consistent data entry and workflow use.
• Collaborate on dashboards, routing rules, templates, and communication triggers that improve operational visibility and…