Customer Experience Leader

Applied Industrial Technologies; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Applied Industrial Technologies in Houston is seeking a Customer Service Manager to lead the CS team and optimize daily operations. You will drive order accuracy, policy compliance, and customer satisfaction while coaching staff and coordinating with Sales, Operations, and Accounting to resolve issues quickly.

The role emphasizes process improvements, data-driven decision making, and delivering a reliable customer experience across multiple channels.

Qualifications

• Bachelor's degree required or equivalent industry experience.
• Three years of related experience minimum.
• Proven leadership and team supervision abilities.
• Strong written and verbal communication skills in English.
• Ability to analyze data and improve processes.

Responsibilities

• Direct daily activities of the Customer Service Team and drive productivity improvements.
• Hire, mentor, and develop staff; provide performance feedback and evaluations.
• Oversee scheduling, workload distribution, and staffing to ensure coverage.
• Manage customer inquiries, order entry, returns, and account updates with accuracy and policy compliance.
• Collaborate with Sales, Operations, Accounting, and other departments to resolve issues and improve customer experience.
• Track and report key metrics; provide training for new hires and ongoing development.

Skills

Leadership

Communication

Team management

Problem solving

Analytical thinking

Customer service

Time management

Organization

Education

Bachelor's Degree (four-year college or university) or equivalent industry experience

Tools

Microsoft Excel

Distribution ERP

Job description

Applied Industrial Technologies in Houston is seeking a Customer Service Manager to lead the CS team and optimize daily operations. You will drive order accuracy, policy compliance, and customer satisfaction while coaching staff and coordinating with Sales, Operations, and Accounting to resolve issues quickly.

The role emphasizes process improvements, data-driven decision making, and delivering a reliable customer experience across multiple channels.