Customer Experience Manager

EDCO PRODUCTS INCORPORATED • Hopkins, MN

4d • Onsite

About The Position

At EDCO Products, the customer experience is at the heart of everything we do. The Customer Experience Manager is a key leader within our Operations team, responsible for shaping and delivering exceptional customer outcomes across the organization. This full-time, exempt, first-shift role (7:00 a.m. – 4:30 p.m.) is based in Hopkins and reports to the VP of Operations, with direct accountability for overseeing the end-to-end customer journey and ensuring EDCO consistently exceeds customer expectations.

Requirements

• 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

Responsibilities

• 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.

Benefits

• Competitive Compensation & Benefits: 401K with up to 5% match and generous profit sharing.
• Work-Life Balance: 3 weeks of PTO and 8 paid holidays per year.
• Professional Growth: Access to leadership and professional development opportunities.
• Health & Wellness: Comprehensive health benefits including medical, dental, HSA contributions, and paid parental leave.
• Team Environment: Enjoy working in a small, collaborative team with a supportive culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed