CX Continuous Improvement Engineer

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority . That’s key. But we’re also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list!

Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We’re more interested in passionate people with fresh ideas from different backgrounds. That’s what keeps us at the top of our game. We’re proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain’s Fast 50 list ten times.

We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.

If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let’s chat – Apply Today!

• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options:
  Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

The CX Continuous Improvement Engineer (aka: TBD) is responsible for identifying, analyzing, and implementing process improvements that enhance the customer journey . This role leverages customer-centric methodologies to reduce friction, improve customer satisfaction , and drive operational excellence across all customer touchpoints.

This role is ideal for someone who blends process improvement expertise with a customer-first mindset. They should have a proven track record in driving process improvement s , strong analytical skills, and the ability to translate customer feedback into actionable improvements. The perfect candidate is collaborative, data-driven, and passionate about creating seamless, positive customer experiences while driving operational efficiency.

• Collaborate with the Continuous Improvement Director to review and analyze customer feedback, identify trends, pain points, and opportunities for improvement.
• Develop customer journey maps to visualize friction points and improvement opportunities, while leveraging data to assess current process performance and identify bottlenecks or inefficiencies in the customer journey .
• Facilitate improvement workshops with cross-functional teams—including Continuous Improvement Advisors, Training, Finance, Sales, Operations, IT, and CX L eadership—to ensure alignment and successful execution of initiatives.
• Create actionable improvement plans with clear timelines and KPIs to track progress, value delivery, and impact on customer experience metrics.
• Conduct testing and validation of proposed process improvements to ensure effectiveness, scalability, and positive impact on customer experience before full implementation.
• Drive change management efforts by communicating process changes and partnering with leadership and training teams to ensure high adoption of new workflows.

• Customer-Centric m indse t that t ruly cares about improving the customer journey and understands how operational changes impact customer satisfaction.
• Comfortable with metrics like NPS, CSAT, and operational KPIs; skilled in root cause analysis and data visualization.
• Strong Communicator who c an influence cross-functional teams and explain complex process changes in simple terms.
• Problem Solver who t hrives on identifying pain points and creating practical, sustainable solutions.
• Highly adaptable and collaborative, working seamlessly with Customer Experience , Operations, and Product teams to implement impactful process improvements

You’ll join a newly established Customer Success Team that loves continuous improvement, great collaboration, and good food. We dig into data, work closely across the business, and…