Customer Experience Manager

Join to apply for the Customer Experience Manager role at EDCO Products, Inc.

This full‑time, exempt, first‑shift (7:00 a.m. – 4:30 p.m.) role is based in Hopkins and reports to the VP of Operations.

$70,000.00/yr - $/yr

• Own the customer experience by ensuring customer demand is received, committed, and executed accurately end to end, balancing customer needs with operational efficiency.
• Build and lead a highly‑performing Customer Service team by setting clear expectations, developing capability across CSR levels, enforcing standard work, and holding individuals accountable for results—not activity.
• Serve as the primary coordination link between Customer Service, Sales, Operations, Strategic Planning/SIOP, and Procurement to ensure customer commitments reflect capacity, inventory, and supply realities.
• Continuously evaluate and improve order entry, change management, communication, and escalation processes to reduce rework, noise, and handoffs while improving speed, clarity, and execution quality.
• Analyze trends in backlog, partial shipments, escalations, expedites, and errors, translating data into prioritized actions that measurably improve service, efficiency, and customer trust.
• Design and evolve customer experience processes, team structure, and capabilities to support EDCO’s growth, increased SKU complexity, and seasonal demand swings—without sacrificing service.
• Embed Lean and continuous improvement thinking within the Customer Service function by establishing standard work, visual management, and consistent problem‑solving routines.
• Define, monitor, and drive improvement in key customer experience and service execution KPIs—including OTIF, Perfect Order Index, order accuracy, backlog health, and escalation trends—using data to hold the team accountable, surface systemic issues, and drive cross‑functional corrective action.
• Conduct regular performance reviews and provide training and development opportunities.
• Develop, implement, and update customer service policies and procedures to improve efficiency and customer satisfaction.
• Oversee the use of customer service portal and ERP system. Identify opportunities for technology improvements to enhance service delivery.
• Work in collaboration with Human Resources related to recruiting, selecting, training, and coaching employees.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
• Responsible for overseeing offsite location warehouses located in Otsego and Eagan Minnesota.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed described. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

• 7+ years of progressive experience in customer service, customer operations, order management, or customer experience within a manufacturing and/or distribution environment
• Proven experience leading and developing teams, with a track record of improving service performance, accountability, and execution
• Strong understanding of order‑to‑cash, order fulfillment, and customer communication workflows
• Demonstrated ability to work cross‑functionally with Sales, Operations, Supply Chain, and Planning
• Data‑driven mindset with experience using KPIs and operational metrics (e.g., OTIF, order accuracy, backlog, service levels) to drive improvement
• Comfort operating in a fast‑paced, high‑variability environment with competing priorities
• Strong written and verbal communication skills with the ability to influence without authority

• Prolonged periods of sitting at a desk while using a computer, answering phone calls, and conducting meetings.
• Occasional standing and walking within the office to attend meetings, interact with team members, and handle various tasks.
• Frequent use of hands and fingers for typing, writing, and handling office equipment.
• Occasionally lifting and carrying light objects, such as office supplies, documents, or small equipment, typically not exceeding 20 pounds.
• Regular use of a…