Customer Experience Manager

Hoffmaster•Oshkosh, WI

29d

About The Position

Hoffmaster is a leader in the foodservice products industry, known for its tradition and innovation. The company values its people, fostering a collaborative environment where ideas are heard and growth is supported. Hoffmaster is committed to delivering high-quality, sustainable solutions and creating positive customer experiences. The Customer Experience Manager will be a transformational, strategic leader responsible for elevating the customer experience and shaping service delivery across all touchpoints. This role involves guiding a customer service team, building cross-functional partnerships, and implementing innovative customer experience strategies to create a seamless, proactive, and customer-centered experience. The position offers an opportunity to shape customer experience strategy, improve team collaboration, and drive scalable improvements that impact customer satisfaction and business performance.

Requirements

Bachelor’s degree in Communications, Business, or a related field preferred; equivalent experience may be considered.
5+ years of customer service leadership experience, preferably in manufacturing, distribution, or a related environment.
A strategic mindset with the ability to translate customer needs, operational priorities, and performance data into meaningful action.
Proven ability to lead through change, influence across functions, and build alignment around shared customer experience goals.
Strong coaching skills with a passion for developing people, strengthening team performance, and creating accountability.
Experience using customer service best practices, CRM systems, analytics tools, and Microsoft Office to monitor performance and improve outcomes.
Exceptional communication, negotiation, and problem-solving skills, especially when resolving escalated or complex customer issues.

Responsibilities

Champion a customer-first culture that empowers teams to deliver exceptional service, resolve challenges with confidence, and build lasting customer trust.
Drive strategic process improvement initiatives and customer experience strategies that align with business goals, strengthen consistency, and enhance the overall customer experience.
Oversee the operations of the customer service function, ensuring customer inquiries, orders, and escalations are handled with accuracy, urgency, and professionalism.
Partner across sales, operations, logistics, quality, and other key functions to remove barriers, improve communication, and create a more connected customer journey.
Use performance metrics, customer feedback, CRM insights, and analytics tools to identify trends, measure success, and drive continuous improvement.
Navigate complex customer situations and negotiate solutions that balance customer needs with company standards and business priorities.