Customer Experience Manager

R.E. Mason•Charlotte, NC

About The Position

Robert E. Mason & Associates, Inc. (R.E. Mason), a 100% employee-owned Emerson Impact Partner serving North Carolina, South Carolina, and Virginia, is hiring a Customer Experience Manager to build and lead a team that elevates customer experience and delivers value through service. The manager oversees employees performing customer service and order management, including order processing, procurement, expediting, and issue resolution such as returns. The role calls for strong customer-oriented business management skills and a thorough understanding of purchase order and invoice business systems. The manager provides strategic direction and formal leadership for the Customer Service team, collaborates with Inside Sales, Services, and Accounting leaders, and oversees a high volume of daily work. The role includes balancing workloads, handling escalations, managing priorities, ensuring service expectations are met, improving processes, maintaining work quality and accuracy, developing staffing and coverage strategies, tracking performance metrics, and managing customer EDI processes. R.E. Mason offers eligible Associates a comprehensive benefits package, including employee ownership, retirement programs, insurance, paid leave, parental leave, holidays, career development, financial wellness resources, an employee assistance program, and alternative or hybrid work schedules. Employment is contingent upon successful completion of required pre-employment and, if applicable, ongoing drug testing.

Requirements

Fluent in English.
Excellent verbal and written communication skills.
At least 8 years of Customer Service experience.
At least 2 years of supervisory experience.
Strong business acumen, accounting skills, and ability to reason through evolving business scenarios.
Strong Customer Experience and Customer Service focus.
Familiarity with sourcing and vendor management.
Understanding of order-processing systems and supply chain management.
Ability to manage difficult situations and respond promptly to internal customer needs.
Ability to provide candid feedback and navigate crucial conversations.
Ability to motivate others and drive a strategic vision within the organization.
Detail orientation and good analytical skills.
Understanding of technical product purchase orders and service contracts.
E-commerce experience and background.
Ability to train and mentor other employees.
Ability to work in a team environment.
Self-directed, self-motivated, organized, reliable, and detail-oriented.
Demonstrates integrity.
Time management and multitasking skills.

Nice To Haves

Bachelor's degree in Business Administration or a related field (preferred).
IFS or equivalent CRM/MRP experience.

Responsibilities

Provide the vision and guidance for outstanding customer service while embodying the R.E. Mason brand and Core Values.
Lead the Customer Service team, including team development, mentorship, performance conversations, and individual career development.
Collaborate with Inside Sales, Services, and Accounting team leaders to improve processes and resolve issues.
Oversee high-volume order management, balance workloads, handle escalations, manage priorities, and ensure service expectations are met.
Develop standard operating procedures, provide training, support system changes, and drive continuous improvement.
Ensure the quality and accuracy of work performed by the Customer Service team.
Develop coverage models and resource strategies to align the Customer Service team with internal teams and customers.
Create and improve order management workflows and communication processes with business unit management, Accounting, Sales, and other internal teams.
Establish, track, and analyze individual and team metrics to reduce expenses, improve effectiveness, and meet order-processing and customer-responsiveness targets.
Manage and set up customer EDI processes.

Benefits

Participation in the Employee Stock Ownership Program (ESOP).
Retirement plan, including a Safe Harbor contribution.
Medical, dental, and vision insurance.
Employer-paid life insurance and long-term disability insurance.
Paid leave options including vacation, sick leave, personal leave, R.E. Mason Way Half Day, paid jury duty, and paid bereavement leave.
Paid parental leave.
Paid company holidays.
Career Development Program.
Retirement and Financial Wellness program.
Employee Assistance Program (EAP).
Alternative or hybrid work schedules.