Customer Experience Manager

Job Description:

Job Title: Customer Experience Manager

Reports to: Director of Sales

Exempt Status: Exempt

Full Time / Part Time: Full Time

Location: Olathe KS (Preferred) or Tucker GA

Company Overview:

ITW Pro Brands is a manufacturer of lubricants cleaning chemicals and corrosion preventatives formulated to maximize equipment productivity and product quality for customers. We go to market through B2B with a focus on the automotive aviation fabricated metal food processing and machinery manufacturing market segments. Offering a brand portfolio that is well recognized within these industrial channels our premium products address customer pain points and our direct sales team provide expert value-added consulting at the customer level. ITW Pro Brands has 250 employees and 4 manufacturing facilities in: Olathe KS Tucker GA Easton MD and DeWitt IA.

Our Values:

• Simplicity: focusing on the essential core of each business opportunity guided by the 80/20 rule to streamline processes systems and structures.
• Shared risk: collaborating as a team taking joint responsibility and learning from trial and error to drive innovation.
• Integrity: honesty transparency and doing the right thing in all business dealings regardless of brand and location.
• Respect: valuing diversity in cultural backgrounds and fostering an open environment where innovation can thrive.
• Trust: relying on employees to uphold the highest professional standards and act in the companys best interests.

What we offer: ITWs benefits package is designed to provide comprehensive support for physical mental and financial well-being including: healthcare retirement planning paid leave wellness programs and opportunities for charitable involvement.

Position Summary:

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.

Core 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.

Qualifications / Requirements:

• Associates 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 with at least 1 year of experience leading and developing direct reports leading cross-functional teams and managing key customer relationships.
• Proficiency with ERP and CRM systems.
• Strong project management problem-solving and decision-making skills.
• Experience driving process improvements through continuous improvement methodologies (preferred).
• Excellent leadership interpersonal and communication skills.
• Ability to manage multiple priorities in a fast-paced environment while working independently and collaboratively.
• Understanding of manufacturing operations and supply chain processes (preferred).
• Ability to work in an office environment with occasional exposure to manufacturing areas including machinery temperature variations and controlled chemicals while following all safety requirements.
• Ability to travel up to 15%.

ITW Pro Brands is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected veteran status age or any other characteristic protected by law.

Compensation Information:

$85500.00 - $142500.00 USD Annually

ITW is an equal opportunity employer. We value our colleagues unique perspectives experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer ITW is committed to equal employment opportunity and fair treatment for employees beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race color sex gender identity sexual orientation religion national origin age disability protected Veteran status or any other characteristic protected by applicable federal state or local laws.