Customer Experience Manager

EDCO Products, Inc.

Hopkins (MN)

On-site

USD 70,000 - 110,000

Full time

14 days+

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Benefits offered by this job

401K with up to 5% match

3 weeks of PTO

Comprehensive health benefits

Opportunity for professional development

Job summary

A leading manufacturer of building materials seeks a Customer Experience Manager in Hopkins, MN. This full-time position involves owning the customer experience and leading a Customer Service team to enhance service delivery. Candidates should have over 7 years in customer roles and strong leadership skills. The role offers competitive compensation, professional growth opportunities, and a supportive work-life balance environment.

Qualifications

Minimum of 7 years of progressive experience in customer service or related fields.
Demonstrated ability to improve service performance and accountability.
Experience working in a fast-paced environment with competing priorities.

Responsibilities

Own the customer experience from demand to execution.
Lead a Customer Service team effectively.
Coordinate between Sales, Operations, and Planning for customer commitments.
Analyze service trends to improve efficiency.
Implement customer service policies to enhance satisfaction.

Skills

7+ years of experience in customer service

Proven experience in team leadership

Understanding of order fulfillment workflows

Ability to work cross-functionally

Data-driven mindset

Strong communication skills

Job description

Join to apply for the Customer Experience Manager role at EDCO Products, Inc.

This full‑time, exempt, first‑shift (7:00 a.m. – 4:30 p.m.) role is based in Hopkins and reports to the VP of Operations.

Base pay range

$70,000.00/yr - $110,000.00/yr

Responsibilities

Own the customer experience by ensuring customer demand is received, committed, and executed accurately end to end, balancing customer needs with operational efficiency.
Build and lead a highly‑performing Customer Service team by setting clear expectations, developing capability across CSR levels, enforcing standard work, and holding individuals accountable for results—not activity.
Serve as the primary coordination link between Customer Service, Sales, Operations, Strategic Planning/SIOP, and Procurement to ensure customer commitments reflect capacity, inventory, and supply realities.
Continuously evaluate and improve order entry, change management, communication, and escalation processes to reduce rework, noise, and handoffs while improving speed, clarity, and execution quality.
Analyze trends in backlog, partial shipments, escalations, expedites, and errors, translating data into prioritized actions that measurably improve service, efficiency, and customer trust.
Design and evolve customer experience processes, team structure, and capabilities to support EDCO’s growth, increased SKU complexity, and seasonal demand swings—without sacrificing service.
Embed Lean and continuous improvement thinking within the Customer Service function by establishing standard work, visual management, and consistent problem‑solving routines.
Define, monitor, and drive improvement in key customer experience and service execution KPIs—including OTIF, Perfect Order Index, order accuracy, backlog health, and escalation trends—using data to hold the team accountable, surface systemic issues, and drive cross‑functional corrective action.
Conduct regular performance reviews and provide training and development opportunities.
Develop, implement, and update customer service policies and procedures to improve efficiency and customer satisfaction.
Oversee the use of customer service portal and ERP system. Identify opportunities for technology improvements to enhance service delivery.
Work in collaboration with Human Resources related to recruiting, selecting, training, and coaching employees.
Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
Responsible for overseeing offsite location warehouses located in Otsego and Eagan Minnesota.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed described. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

Qualifications

7+ years of progressive experience in customer service, customer operations, order management, or customer experience within a manufacturing and/or distribution environment
Proven experience leading and developing teams, with a track record of improving service performance, accountability, and execution
Strong understanding of order‑to‑cash, order fulfillment, and customer communication workflows
Demonstrated ability to work cross‑functionally with Sales, Operations, Supply Chain, and Planning
Data‑driven mindset with experience using KPIs and operational metrics (e.g., OTIF, order accuracy, backlog, service levels) to drive improvement
Comfort operating in a fast‑paced, high‑variability environment with competing priorities
Strong written and verbal communication skills with the ability to influence without authority

Physical Demands

Prolonged periods of sitting at a desk while using a computer, answering phone calls, and conducting meetings.
Occasional standing and walking within the office to attend meetings, interact with team members, and handle various tasks.
Frequent use of hands and fingers for typing, writing, and handling office equipment.
Occasionally lifting and carrying light objects, such as office supplies, documents, or small equipment, typically not exceeding 20 pounds.
Regular use of a computer screen requires good vision for reading and data entry.
Effective communication is essential, requiring the ability to hear and speak clearly in person and over the phone.

Why You’ll Love Working with Us

Competitive Compensation & Benefits: 401K with up to 5% match and generous profit sharing.
Work‑Life Balance: 3 weeks of PTO and 8 paid holidays per year.
Professional Growth: Access to leadership and professional development opportunities.
Health & Wellness: Comprehensive health benefits including medical, dental, HSA contributions, and paid parental leave.
Team Environment: Enjoy working in a small, collaborative team with a supportive culture.

About EDCO Products

Headquartered in Hopkins, Minnesota, EDCO Products Inc. is one of the largest privately held manufacturers of pre‑finished exterior building materials in the United States. EDCO designs and manufactures a full line of siding, roofing, soffit, and rain‑ware products and has established distributor partnerships across the United States and Canada.

For over 75 years, EDCO continues to set the standard for quality, service, and innovation. Every employee contributes to our success. Know you will be challenged and rewarded – and success is shared because we’re in it together.

Equal Employment Opportunity

EDCO Products is an Equal Employment Opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

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