Customer Experience Manager

We are seeking an experienced Customer Experience Manager with a strong manufacturing background to lead and develop a high-performing customer support team.

• Lead, coach, and manage a customer support team of 5–10 employees.
• Oversee daily customer service operations, including order entry, order tracking, expediting, and issue resolution.
• Serve as the escalation point for customer concerns, ensuring timely and effective solutions.
• Partner closely with Manufacturing, Production, Sales, and Logistics teams to ensure customer requirements are met.
• Review customer purchase orders to ensure accuracy, compliance, and clear communication of requirements.
• Develop and implement training, best practices, and standard operating procedures to improve service quality.
• Monitor team performance, conduct regular feedback sessions, and complete performance reviews.
• Identify process gaps and lead continuous improvement initiatives within customer support operations.
• Maintain a high level of professionalism and consistency in all customer interactions.

• Bachelor’s degree in business or a related field required
• 3-7+ years of customer service experience in a manufacturing environment required.
• Strong understanding of manufacturing workflows, order processing, and customer fulfillment.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills with a practical, solution-oriented approach.
• Experience with ERP/CRM systems preferred.
• Bachelor’s degree in Business, Operations, or a related field preferred (or equivalent experience).