Regional Customer Experience Manager
About The Position
The Regional Customer Experience Manager leads and supports a regional team of Customer Experience Representatives (CERs), ensuring exceptional customer experience, efficient order processing, clear communication, and strong cross-functional collaboration. The role works with Sales, Technical Support, Operations, Retail, and Purchasing to provide a seamless customer experience aligned with Triad’s service standards. This full-time role is based at the McCook location in McCook, Illinois, and is scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m. The manager supervises, coaches, and develops CERs; monitors daily customer experience activities; supports escalated customer issues; oversees customer-service processes and performance metrics; and leads continuous improvement. The role also participates in hiring and onboarding, supports company initiatives involving P21 and Zendesk, and assists with order entry and customer inquiries when needed.
Requirements
- High school diploma or equivalent required.
- 3–5 years of customer service experience in distribution, manufacturing, industrial, or a similar industry.
- Excellent interpersonal and verbal and written communication skills.
- Demonstrated ability to manage a team and resolve customer issues.
- Solutions-oriented approach to resolving and escalating customer issues.
- Ability to manage multiple priorities in a fast-paced environment while maintaining strong follow-up and attention to detail.
- Experience with ERP and business communication systems.
- Proficiency in Microsoft Office Suite, including Outlook, Teams, Word, and Excel.
Nice To Haves
- Associate or bachelor’s degree.
- At least 1–2 years of leadership experience in a supervisory, lead, or management role.
- Familiarity with P21 and Zendesk.
Responsibilities
- Directly supervise, coach, and develop a team of Customer Experience Representatives, setting clear performance expectations and providing feedback and professional development.
- Monitor daily customer experience activities to ensure accurate and timely processing of orders, quotes, and customer inquiries.
- Support resolution of escalated customer issues with a customer-first approach and advocate internally for customer needs.
- Partner with Sales, Operations, Retail, Purchasing, and Technical Support to meet customer needs efficiently.
- Oversee and improve processes for order entry, pricing accuracy, customer communication, and complaint resolution.
- Track customer experience team performance metrics, including order accuracy, response times, and customer satisfaction.
- Conduct regular team meetings to share updates, review performance, and provide training on processes, systems, and product knowledge.
- Participate in hiring and onboarding new CERs in the assigned region.
- Lead continuous-improvement initiatives to improve customer experience processes and identify and remove bottlenecks.
- Support company initiatives related to P21 utilization, Zendesk accuracy, and customer experience best practices.
- Maintain visibility into daily operations and assist with order entry and customer inquiries when needed to support team workload.
- Ensure adherence to company policies, procedures, and service standards across the regional customer experience function.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
