Customer Experience Manager

ITW•Olathe, KS

10d•Hybrid

About The Position

The Customer Experience Manager leads the Customer Service team and is responsible for delivering exceptional end-to-end customer experience throughout the customer lifecycle - from order placement through delivery and ongoing support. This role serves as the voice of the customer, partnering with Sales, Operations, Supply Chain, and Quality to improve customer satisfaction, strengthen relationships, and drive retention. The position directly supervises Customer Service Representatives and Trade Compliance Specialists.

Requirements

Associate’s degree in Business, Supply Chain Management, Operations, Engineering, Marketing, or a related field.
At least 6 years of customer service management experience, preferably in a manufacturing or industrial environment.
At least 1 year of experience leading and developing direct reports.
At least 1 year of experience leading cross-functional teams.
At least 1 year of experience managing key customer relationships.
Proficiency with ERP and CRM systems.
Strong project management, problem-solving, and decision-making skills.
Excellent leadership, interpersonal, and communication skills.
Ability to manage multiple priorities in a fast-paced environment while working independently and collaboratively.

Nice To Haves

Experience driving process improvements through continuous improvement methodologies.
Understanding of manufacturing operations and supply chain processes.

Responsibilities

Develop and execute customer experience strategies that align with business goals and customer expectations.
Lead, coach, and manage the Customer Service team, including Customer Service Representatives and Trade Compliance Specialists.
Assign and balance team workloads to ensure timely, high-quality customer support.
Develop, implement, and continuously improve customer service policies, processes, and performance standards.
Establish, monitor, and report on customer service KPIs, satisfaction metrics, and operational performance.
Analyze customer feedback and service trends to identify improvement opportunities and recommend solutions.
Use continuous improvement methodologies to lead initiatives that improve customer satisfaction, loyalty, retention, and overall service performance.
Build and maintain strong relationships with key customers and strategic accounts, partnering with Sales on business reviews and customer planning.
Manage escalated customer issues and ensure timely communication regarding orders, deliveries, production schedules, and supply chain disruptions.
Partner with Sales, Operations, Production, Supply Chain, Logistics, Shipping, Sourcing, and Quality to resolve customer issues, remove operational barriers, and deliver a seamless customer experience.
Create and maintain customer journey maps to identify service gaps and drive continuous improvement.