Customer Experience Leader (Hybrid) | ESOP-Owned

R.E. Mason; Charlotte (NC); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

ESOP

100% Employee-Owned

Competitive benefits

Job summary

Robert E. Mason & Associates, Inc. in Charlotte, NC is hiring a leader to build a Customer Service and Order Management team focused on elevating the customer experience and ensuring timely order processing and issue resolution.

The successful candidate will guide a team handling order processing, procurement, expediting, and returns, while partnering with sales, services, and accounting to optimize workflows and service levels.

Qualifications

• 8+ years in Customer Service with team leadership.
• Experience in manufacturing or similar industries.
• Strong communication and analytical skills.

Responsibilities

• Lead the Customer Service team to deliver outstanding service.
• Oversee order processing, procurement, expediting, and issue resolution.
• Collaborate with Inside Sales, Services and Accounting to resolve issues.
• Develop SOPs and drive continuous process improvements.
• Establish a coverage model and resource strategy for the team.

Skills

Business Acumen

Customer Experience

Vendor Management

Order Processing

Training & Mentoring

Education

Bachelor's Degree in Business Administration

Tools

CRM/MRP Systems

EDI experience

Job description

Robert E. Mason & Associates, Inc. in Charlotte, NC is hiring a leader to build a Customer Service and Order Management team focused on elevating the customer experience and ensuring timely order processing and issue resolution.

The successful candidate will guide a team handling order processing, procurement, expediting, and returns, while partnering with sales, services, and accounting to optimize workflows and service levels.