Customer Experience Leader - Manufacturing & Ops

ITW; Tuckerman (AR); On-site; USD 86,000 - 143,000; Full time

Job summary

ITW Pro Brands in the United States is seeking a Customer Experience Manager to lead the Customer Service team and drive end-to-end experience from order through delivery. The role collaborates with Sales, Operations, Supply Chain, and Quality to improve satisfaction and retention.

You will supervise Customer Service Representatives and Trade Compliance Specialists, develop policies, monitor KPIs, and manage escalations.

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 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 travel up to 15%.

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

Cross-functional teamwork

Communication

Strategic thinking

Education

Associate's degree in Business, Supply Chain Management, Operations, Engineering, Marketing, or a related field

Tools

ERP systems

CRM systems

Job description

ITW Pro Brands in the United States is seeking a Customer Experience Manager to lead the Customer Service team and drive end-to-end experience from order through delivery. The role collaborates with Sales, Operations, Supply Chain, and Quality to improve satisfaction and retention.

You will supervise Customer Service Representatives and Trade Compliance Specialists, develop policies, monitor KPIs, and manage escalations.