Customer Experience Manager

Dexter Career•Elk Grove Village, IL

39d•Onsite

About The Position

Permag, a leading provider of engineered magnetic solutions, is seeking a Customer Experience Manager to design, implement, and optimize customer experience strategies. This role serves as the voice of the customer, collaborating with various departments to ensure high-quality customer service. The manager will lead a global customer experience team, focusing on consistent standards, processes, and metrics to achieve outstanding customer satisfaction. The ideal candidate possesses strong continuous improvement skills, excellent communication, and proven experience in enhancing customer satisfaction within a manufacturing setting. This position reports to the VP, Sales and Marketing and is part of the global Commercial team, based in Elk Grove Village, IL.

Requirements

Bachelor’s degree in business administration, Operations Management, or a related field.
Minimum of 10 years of customer service management or inside sales management experience.
Must be a U.S. person (U.S. citizen, lawful permanent resident, or individual with protected status under U.S. immigration laws) due to ITAR regulations.

Nice To Haves

MBA preferred.
Strong continuous improvement aptitude.
Excellent communication skills.
Demonstrated experience improving customer satisfaction in a manufacturing environment.

Responsibilities

Lead and develop a team of Customer Care Specialists responsible for processing global customer orders.
Develop and execute a comprehensive customer experience strategy aligned with Permag’s Go-To-Market strategy.
Manage and resolve complex escalations and customer disputes, collaborating with relevant departments.
Ensure end-to-end standard work compliance across order-to-invoice, returns, complaint handling, and dispute management.
Drive continuous improvement initiatives (Standard Work, Kaizen, PSP, 5S) to reduce bottlenecks and improve quality.
Develop and deliver operational reports and insights to leadership, overseeing root cause analysis and corrective actions.
Maintain consistent and proactive communication to build customer loyalty and retention.
Coordinate with Production and Supply Chain to meet customer expectations for lead-time, delivery, and product performance.
Ensure the Customer Care team is adequately resourced through effective workforce planning and capacity management.
Oversee hiring, onboarding, performance management, and career development for team members.
Implement standardized training, onboarding, and performance management processes across sites.
Visit teams regularly to support locations, audit customer interactions, and ensure operational consistency.
Utilize data analysis to identify trends, root causes, and improvement opportunities.