Customer Experience Manager

Position:
Customer Experience Manager – Platinum Accounts

General Purpose

The Customer Experience Manager plays a pivotal role in shaping the customer experience and driving operational excellence across the organization. Partnering closely with the Regional Operations Manager, this role leads customer service operations with a focus on performance, productivity, efficiency, and profitability. This leader serves as a trusted escalation point for key and platinum-level accounts, ensuring high‑touch service, proactive problem resolution, and strong customer relationships—both remotely and through periodic face‑to‑face engagement.

• Lead and develop Customer Service Representatives (CSRs) across one or more facilities, setting clear expectations and driving accountability
• Partner with the Commercial Team to align CSR support with assigned Sales Representatives and strategic customer accounts, including platinum and key customers
• Act as a senior point of contact for key and platinum-level accounts, providing escalation support and strengthening long‑term customer relationships
• Participate in select customer meetings, site visits, or face‑to‑face engagements as needed to support service alignment, issue resolution, and relationship development
• Serve as a go‑to resource for ERP and CRM questions, ensuring consistent and effective system utilization
• Own customer service performance metrics by maintaining scorecards, monitoring order stages, and addressing exceptions proactively
• Review daily reports and take swift corrective action on issues related to pricing, freight, margin, or billing accuracy
• Balance workloads by regularly evaluating CSR capacity and reallocating resources as needed
• Collaborate cross‑functionally with operations, warehouse, procurement, and customer service teams to manage customer credits and vendor returns, including approval decisions
• Respond with urgency and professionalism to customer and sales inquiries impacting your team
• Manage scheduling, timekeeping, PTO, and shift coverage to ensure service continuity
• Lead regular team stand‑up meetings to align priorities, share updates, and reinforce expectations
• Leverage deep knowledge of the customer base to deliver targeted, high‑impact service solutions
• Apply vendor expertise to guide teams toward the best product and service solutions
• Foster a culture of continuous improvement by encouraging ideas, feedback, and process enhancements
• Prepare and analyze reports to support operational decisions and leadership visibility
• Champion company policies and procedures, ensuring compliance through clear communication and consistent reinforcement
• Coach, train, and develop team members to strengthen skill sets and build bench strength
• Step into core CSR responsibilities when needed to support the team and maintain service levels
• Lead or contribute to special projects that drive operational improvements
• Conduct performance and merit reviews, providing meaningful feedback and development guidance
• Perform additional duties as assigned to support business needs

• Associate Degree from a two‑year college or technical school OR High School Diploma with five (5) years of related experience OR A relevant combination of education and experience
• Demonstrated mastery of CSR and Customer Experience Manager responsibilities
• Proven business‑to‑business experience within an industrial distribution environment, supporting complex products, pricing structures, and service expectations
• Experience supporting high‑value, strategic, or key customer accounts
• Proven experience leading cross‑functional teams and driving collaboration
• Strong background in implementing and improving operational processes
• Solid project management, organizational, and administrative skills
• Hands‑on experience working within an ERP environment
• Lean / 5S certification, or the ability to obtain certification within the first six (6) months of employment
• Excellent customer relation and problem‑solving skills
• Excellent leadership and decision‑making skills
• Strong verbal, written, and interpersonal communication skills
• Detail oriented, including accurate data entry skills
• Capable…