Customer Experience Manager - Tacoma

STELLAR INDUSTRIAL SUPPLY•Tacoma, WA

8d•$68,000 - $81,500•Onsite

About The Position

The Customer Experience Manager leads the day-to-day operations, customer experience, and overall performance of an assigned branch. The role leads the branch customer experience function and, depending on branch size, staffing, and physical footprint, may directly lead warehouse operations or provide leadership through an assigned operational leader. The manager ensures safe, accurate, responsive, and financially disciplined execution while partnering with Commercial, Pricing, Supply Chain, and other teams to support customer retention and growth. The position calls for strong leadership, operational management, financial awareness, and the ability to develop high-performing teams. It is full-time, based at the Tacoma, Washington corporate location, with a standard Monday–Friday schedule from 7:30 a.m. to 4:00 p.m. Additional hours may occasionally be required based on customer and business needs. The salary range is $68,000–$81,500. The role requires a high school diploma or equivalent and experience managing warehouse or distribution center operations, leading employees, and coordinating daily operational activities. An associate’s or bachelor’s degree in a related field, previous direct supervisory experience, and experience in industrial distribution, manufacturing, or related industries are preferred. The position is primarily office-based in a branch setting, with frequent walking throughout office, warehouse, and showroom areas and moderate exposure to warehouse hazards.

Requirements

High school diploma or equivalent.
Experience managing warehouse or distribution center operations.
Experience leading employees and coordinating daily operational activities.
Strong people-leadership, coaching, performance-management, and decision-making skills.
Working knowledge of branch operations, customer service, inventory control, order fulfillment, and warehouse processes; required depth varies by branch design.
Ability to interpret operating metrics, manage competing priorities, and improve processes.
Strong customer focus, financial awareness, communication, and cross-functional collaboration skills.
Proficiency with Microsoft Office applications, ERP systems, and operational reporting tools.
Commitment to professionalism, accountability, continuous improvement, and Stellar’s core values.
Must be at least 18 years of age.
Must possess a valid driver’s license and maintain an acceptable driving record.
Must pass a background check and drug screening.
Must be legally authorized to work in the United States.
Must maintain regular and reliable attendance.
Must follow company policies related to safety, customer service, confidentiality, and workplace standards.

Nice To Haves

Associate’s or bachelor’s degree in Business, Operations, Supply Chain, Management, or a related field.
Equivalent combinations of education, training, and relevant work experience may be considered.
Previous direct supervisory experience.
Industrial distribution, manufacturing, or related industry experience.
Experience managing branch performance, operational metrics, staffing, or expenses.

Responsibilities

Own the daily operating rhythm, customer experience, and overall execution of the assigned branch.
Ensure customers receive accurate, responsive service and that customer concerns are addressed promptly and effectively.
Maintain a clean, organized, safe, and customer-ready branch facility, including applicable office, warehouse, showroom, and customer-service areas.
Establish clear communication among branch employees and internal partners so commitments are understood and completed.
Supervise assigned Customer Service, Warehouse, Site Support, Site Lead, Warehouse Lead, Warehouse Manager, and other branch employees, with reporting relationships varying by branch design.
Hire, onboard, coach, develop, evaluate, and retain employees in partnership with Human Resources and regional leadership.
Set priorities, assign work, manage schedules and coverage, address performance concerns, and provide input on employment decisions.
Promote accountability, teamwork, safety, continuous improvement, and customer focus.
Ensure appropriate leadership and daily oversight for receiving, stocking, picking, packing, shipping, inventory control, material movement, and other warehouse activities performed at the branch.
Directly lead and monitor warehouse operations, employee performance, workload planning, safety practices, and process adherence where no dedicated Warehouse Manager is assigned.
Ensure inventory, order fulfillment, and shipping processes are accurate, timely, and consistent with company and customer requirements.
Monitor branch capacity, staffing, workflow, and equipment needs; escalate risks and recommend practical improvements.
Monitor branch measures for service, order accuracy, inventory accuracy, on-time delivery, productivity, safety, labor utilization, operating expenses, and customer satisfaction.
Communicate branch priorities and performance results, and implement corrective actions and continuous-improvement plans as needed.
Manage controllable branch expenses and support profitable operations, inventory discipline, and Branch Contribution Margin objectives.
Provide regular updates, recommendations, and escalation of material branch risks to the Regional Vice President of Customer Experience.
Partner with Commercial leadership to align operational execution with customer commitments, account opportunities, and service expectations.
Collaborate with Product Management, Supply Chain, Pricing, Finance, Technology, Human Resources, suppliers, and shared-services teams to resolve issues and improve branch performance.
Support customer visits, business reviews, and local relationship-building activities as appropriate.
Perform other duties and activities that may be assigned or modified to meet business needs.