Customer Experience Leader - Industrial B2B Support

ITW Pro Brands; Tucker (GA); On-site; USD 86,000 - 143,000; Full time

Job summary

ITW Pro Brands is seeking a Customer Experience Manager to lead the Customer Service team and own end-to-end customer experience from order through delivery. You will partner with Sales, Operations, and Quality to enhance satisfaction, retention, and relationships, supervising Customer Service Representatives and Trade Compliance Specialists.

The role requires an Associate’s degree and 6+ years in customer service management within manufacturing, with ERP/CRM proficiency and strong leadership

Qualifications

• 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, with at least 1 year of experience leading direct reports and cross-functional teams.
• Proficiency with ERP and CRM systems; strong project management, problem-solving, and decision-making skills.

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.

Skills

Leadership

Communication

Project management

Problem solving

Decision making

Customer relationship management

Education

Associate’s degree in Business or related field

Tools

ERP/CRM software

Job description

ITW Pro Brands is seeking a Customer Experience Manager to lead the Customer Service team and own end-to-end customer experience from order through delivery. You will partner with Sales, Operations, and Quality to enhance satisfaction, retention, and relationships, supervising Customer Service Representatives and Trade Compliance Specialists.

The role requires an Associate’s degree and 6+ years in customer service management within manufacturing, with ERP/CRM proficiency and strong leadership