Customer Excellence Manager

KOCH•Murfreesboro, TN

1d•$85,764 - $125,114•Hybrid

About The Position

The Customer Excellence Manager is responsible for leading the overall customer experience strategy and execution across Store Opening Solutions (SOS). This role serves as the primary bridge between customers, operations, transportation, inventory control, and support functions to ensure extraordinary service execution, proactive communication, operational alignment, and long-term customer growth. The position is accountable for customer satisfaction, service performance, issue resolution, onboarding execution, KPI management, and developing a high-performing customer service organization that supports SOS’s operational and strategic goals. The Customer Excellence Manager will drive a culture focused on responsiveness, accountability, continuous improvement, and partnership.

Requirements

Bachelor’s Degree in Business, Supply Chain, Logistics, Operations, or related field preferred.
5+ years of experience in customer service, account management, supply chain, logistics, warehousing, or operations leadership.
Experience within a 3PL, retail support, warehousing, logistics, or distribution environment strongly preferred.
Experience leading teams and managing customer relationships in a fast-paced operational environment.
Strong leadership and interpersonal skills.
Exceptional communication and relationship-building capabilities.
Ability to manage multiple priorities and customers simultaneously.
Strong analytical and problem-solving skills.
Experience with WMS, ERP, and transportation systems preferred.
Advanced proficiency with Microsoft Excel, PowerPoint, and reporting tools.
Understanding of KPI development and operational reporting.
Ability to influence cross-functional teams and drive accountability.
Strong organizational and time management skills.
Ability to lead through change and drive operational improvements.
Customer-focused mindset with a proactive and solution-oriented approach.
Ability to interpret operational data and translate findings into actionable improvements.
Strong presentation and business review facilitation skills.
Knowledge of warehouse operations, transportation coordination, inventory management, and order fulfillment processes.
Ability to maintain professionalism and composure in high-pressure situations.
Prolonged periods of sitting and working on a computer.
Frequent standing and walking through warehouse operations.
Ability to occasionally lift and/or move up to 25 pounds.
Ability to communicate effectively verbally and in writing.
Visual ability to review reports, dashboards, and operational data.
Ability to travel between facilities or customer locations as needed.
Must be able to safely navigate warehouse environments

Nice To Haves

Experience supporting retail store rollouts, fixture distribution, or project-based logistics operations preferred.
Lean Six Sigma certification or continuous improvement experience preferred.
Experience with customer implementation/start-up projects preferred.
Prior experience managing KPI reporting, scorecards, and operational analytics.
Experience with WMS platforms, ERP systems, and transportation management systems (TMS)

Responsibilities

Serve as the primary operational relationship leader for assigned customers and strategic accounts.
Build strong partnerships with customers through proactive communication, responsiveness, and operational collaboration.
Conduct regular customer business reviews to discuss performance, opportunities, risks, and continuous improvement initiatives.
Ensure customer expectations, service requirements, and contractual obligations are clearly understood and executed.
Support customer retention and growth initiatives through exceptional service execution.
Develop and implement a Customer Excellence strategy aligned with SOS company goals and customer expectations.
Establish standardized communication processes for order status, inventory concerns, transportation updates, and issue escalation.
Drive a “customer-first” culture across all facilities and departments.
Monitor and improve customer satisfaction metrics and service KPIs.
Lead customer onboarding and implementation activities for new business opportunities.
Partner closely with Warehouse Operations, Transportation, Inventory Control, and WMS teams to ensure seamless execution.
Coordinate daily operational priorities impacting customer commitments.
Ensure customer-specific SOPs, work instructions, and service requirements are maintained and followed.
Participate in capacity planning, service recovery activities, and operational reviews.
Lead root cause analysis and corrective action activities related to customer complaints, service failures, inventory discrepancies, or transportation disruptions.
Ensure timely resolution and communication of customer concerns.
Develop preventative actions to reduce repeat issues and improve execution reliability.
Develop and manage customer service dashboards and operational scorecards.
Track and report key metrics including: Customer Satisfaction, On-Time Performance, Order Accuracy, Inventory Accuracy, Response Time, Claims/Discrepancies, Service Recovery Metrics.
Support Monthly Business Reviews (MBRs) and customer-facing performance reviews.
Lead and develop Customer Service Representatives and customer support personnel.
Establish clear performance expectations, accountability, and development plans.
Drive employee engagement and continuous improvement within the customer excellence organization.
Support cross-functional collaboration and communication between departments.
Identify process improvement opportunities that enhance customer experience, operational efficiency, and scalability.
Partner with the Director of Operational Excellence on process standardization and workflow optimization.
Utilize Lean principles and problem-solving methodologies to improve service execution.
Directly supervises Customer Service Representatives and/or Customer Support Coordinators.
Carries out supervisory responsibilities in accordance with company policies and applicable laws.
Responsibilities include interviewing, hiring, onboarding, training, coaching, performance management, disciplinary action, scheduling, and employee development.
Responsible for establishing departmental goals, monitoring performance, and driving accountability.
Promotes a culture of teamwork, customer focus, operational excellence, and continuous improvement.
Serve as a representative of the Company, displaying courtesy, tact, consideration, and discretion in all interactions with other members of the Koch community, customers and with the public.
Cross training as required.
Perform additional duties and projects as assigned.