Customer Experience Leader — Multi-State Ops & Growth

Merola Tile; Manalapan Township (NJ); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

9 Annual Paid Holidays

Paid Time Off — accrued from day one

401(k) with company match

Employer-Paid Life Insurance

Performance reviews at 90 days and 12+

Employee Assistance Program (EAP)

Employee Referral Bonus Program

Weekly Company Lunches

Company culture events

Job summary

Merola Tile is seeking a Customer Experience Manager to lead a multi-state Customer Service team in delivering exceptional service and driving process improvements. You will work cross-functionally with Sales, Warehouse, Accounting, and Product to resolve challenges and improve efficiency.

The role emphasizes coaching, data-driven decision making, and a customer-first mindset to enhance both customer and employee experiences. A strong leadership and collaboration background is required.

Qualifications

• 5–7+ years progressive leadership experience in Customer Service.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience with ERP, WMS, and EDI systems.
• Experience with CRM and implementation.
• Associate’s degree in business or related field.
• Bachelor’s degree in business or related field preferred.

Responsibilities

• Lead daily customer experience operations across New Jersey and California facilities to meet quality, productivity, and service goals.
• Develop and coach supervisors and staff, promoting accountability and professional growth.
• Evaluate metrics and KPIs to drive data‑driven decisions and continuous improvement.
• Identify inefficiencies and implement process improvements to boost productivity and cost control.
• Design standardized workflows, policies, and practices for efficiency and compliance.
• Resolve escalated customer issues while balancing speed, satisfaction, and ethics.
• Collaborate with Warehouse, Accounting, Sales, Product, and others to align resources.
• Lead changes across EDI, ERP, WMS, and partner portals to deliver measurable results.
• Drive change management with clear communication and staff engagement.
• Mentor team capabilities through coaching and targeted training.
• Foster a customer-first culture with responsiveness and accuracy.

Skills

Leadership

Customer service

Communication

Problem solving

Education

Associate degree

Bachelor's degree preferred

Tools

ERP

WMS

EDI

CRM

Job description

Merola Tile is seeking a Customer Experience Manager to lead a multi-state Customer Service team in delivering exceptional service and driving process improvements. You will work cross-functionally with Sales, Warehouse, Accounting, and Product to resolve challenges and improve efficiency.

The role emphasizes coaching, data-driven decision making, and a customer-first mindset to enhance both customer and employee experiences. A strong leadership and collaboration background is required.