Customer Experience Manager - Tacoma

Stellar Industrial Supply; Tacoma (WA); On-site; USD 68,000 - 82,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with employer match

Paid time off and holidays

Gym reimbursement program

Employee Assistance Program (EAP)

Job summary

Stellar Industrial Supply in Tacoma, WA is seeking a Customer Experience Manager to lead a branch’s daily operations, drive exceptional customer service, and oversee warehouse activities. You will partner with Commercial, Pricing, and Supply Chain teams to support growth and retention while maintaining safety and financial discipline.

The role requires strong leadership, operational management, and the ability to develop high‑performing teams across service, inventory, and order fulfillment to

Qualifications

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business, Operations, Supply Chain, Management, or a related field preferred.
• Experience managing warehouse or distribution center operations required.
• Experience leading employees and coordinating daily operational activities required.
• Industrial distribution, manufacturing, or related industry experience preferred.

Responsibilities

• Own the daily operating rhythm, customer experience, and overall execution of the assigned branch.
• Ensure customers receive accurate, responsive service and that customer concerns are addressed promptly and effectively.
• Maintain a clean, organized, safe, and customer-ready branch facility, including office, warehouse, showroom, and customer-service areas as applicable.
• Directly supervise assigned Customer Service, Warehouse, Site Support, Site Lead, Warehouse Lead, Warehouse Manager, and other branch employees; reporting relationships vary by branch design.
• Hire, onboard, coach, develop, evaluate, and retain employees in partnership with Human Resources and regional leadership.

Skills

People leadership

Customer service

Operations management

Communication

ERP systems

Education

High school diploma or equivalent

Associate degree or Bachelor’s preferred

Tools

Microsoft Office

ERP systems

Job description

Job Details: Job Location: Tacoma, WA 98421, Position Type: Full Time, Salary Range: $68,000.00 - $81,500.00 Salary, Stellar’s Commitment:

At Stellar, we believe every employee plays an important role in our success. Contributions extend beyond defined responsibilities, and we value team members who are willing to step in, support one another, and take initiative when needed.

We are committed to working collaboratively and expect each employee to contribute wherever and whenever their skills and efforts can help move the organization forward and ensure our collective success.

Position Summary

The Customer Experience Manager is accountable for the day-to-day leadership and overall performance of an assigned branch. This role leads the branch customer experience function and, based on branch size, staffing, and physical footprint, may directly lead warehouse operations or provide leadership through a Warehouse Manager, Warehouse Lead, Integrated Account Manager or other assigned operational leader. The Customer Experience Manager ensures safe, accurate, responsive, and financially disciplined branch execution while partnering with Commercial, Pricing, Supply Chain, and other teams to support customer retention and growth.

Success in this role requires strong leadership, operational management, financial awareness, and the ability to develop high-performing teams that consistently deliver exceptional service and support branch growth.

Essential Duties and Responsibilities

Branch Ownership and Customer Experience

• Own the daily operating rhythm, customer experience, and overall execution of the assigned branch.
• Ensure customers receive accurate, responsive service and that customer concerns are addressed promptly and effectively.
• Maintain a clean, organized, safe, and customer-ready branch facility, including office, warehouse, showroom, and customer-service areas as applicable.
• Establish clear communication across branch team members and with internal partners to ensure commitments are understood and completed.

People Leadership and Accountability

• Directly supervise assigned Customer Service, Warehouse, Site Support, Site Lead, Warehouse Lead, Warehouse Manager, and other branch employees; reporting relationships vary by branch design.
• Hire, onboard, coach, develop, evaluate, and retain employees in partnership with Human Resources and regional leadership.
• Set priorities, assign work, manage schedules and coverage, address performance concerns, and provide meaningful input on employment decisions.
• Create a culture of accountability, teamwork, safety, continuous improvement, and customer focus.

Operational and Warehouse Leadership

• Ensure the branch has the appropriate leadership and daily oversight for receiving, stocking, picking, packing, shipping, inventory control, material movement, and other warehouse activities when those functions are performed at the location.
• Where a dedicated Warehouse Manager is not assigned, directly lead and monitor warehouse operations, employee performance, workload planning, safety practices, and process adherence.
• Ensure inventory, order fulfillment, and shipping processes are accurate, timely, and consistent with company and customer requirements.
• Monitor branch capacity, staffing, workflow, and equipment needs; esc...

Performance and Financial Management

• Monitor branch performance using established measures for service, order accuracy, inventory accuracy, on-time delivery, productivity, safety, labor utilization, operating expenses, and customer satisfaction.
• Communicate branch priorities and performance results; implement corrective actions and continuous-improvement plans when needed.
• Manage controllable branch expenses and support profitable operations, inventory discipline, and Branch Contribution Margin objectives.
• Provide regular updates, recommendations, and escalation of material branch risks to the Regional Vice President of Customer Experience.

Cross Functional Partnership

• Partner with Commercial leadership to align operational execution with customer commitments, account opportunities, and service expectations.
• Collaborate with Product Management, Supply Chain, Pricing, Finance, Technology, Human Resources, suppliers, and other shared-services teams to resolve issues and improve branch performance.
• Support customer visits, business reviews, and local relationship-building activities as appropriate.

Other duties, responsibilities, and activities may be assigned or modified at any time to meet business needs.

Hours/Schedule

• Full-time position.
• Standard work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m.
• Additional hours may occasionally be required based on customer and business needs.

Qualifications: Education

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business, Operations, Supply Chain, Management, or a related field preferred.
• Equivalent combinations of education, training, and relevant work experience may be considered.

Experience

• Experience managing warehouse or distribution center operations required.
• Experience leading employees and coordinating daily operational activities required.
• Previous direct supervisory experience preferred.
• Industrial distribution, manufacturing, or related industry experience preferred.
• Experience managing branch performance, operational metrics, staffing, or expenses preferred.

Knowledge, Skills & Abilities

• Strong people-leadership, coaching, performance-management, and decision-making skills.
• Working knowledge of branch operations, customer service, inventory control, order fulfillment, and warehouse processes; depth required will vary by branch design.
• Ability to interpret operating metrics, manage competing priorities, and improve processes.
• Strong customer focus, financial awareness, communication, and cross-functional collaboration skills.
• Proficiency with Microsoft Office applications, ERP systems, and operational reporting tools.
• Commitment to professionalism, accountability, continuous improvement, and Stellar’s core values.

Additional Requirements

• Must be at least 18 years of age.
• Must possess a valid driver’s license and maintain an acceptable driving record.
• Must be able to pass a background check and drug screening.
• Must be legally authorized to work in the United States.
• Must maintain regular and reliable attendance.

Physical Demands

• Primarily office-based work with frequent walking throughout the branch and warehouse.
• Frequent standing, walking, and interaction with employees and customers.
• Occasional lifting and carrying of office or warehouse materials weighing up to 25 pounds.

Work Environment

• Primarily performed in a branch environment consisting of office, warehouse, and showroom areas.
• Frequent collaboration with Customer Service, Warehouse, Commercial, Product Management, suppliers, customers, and other internal departments.
• Regular use of Microsoft Office applications, ERP systems, and other business software.
• Moderate exposure to warehouse environments and related operational hazards.
• Must follow all company policies related to safety, customer service, confidentiality, and workplace standards.

Benefits

• Medical, dental, and vision insurance
• company-paid life and AD&D insurance
• long-term disability insurance
• 401(k) with employer match
• paid time off and paid holidays
• gym reimbursement program
• Employee Assistance Program (EAP)
• employee rewards and recognition program
• and HSA with company contribution on eligible plans.

Benefits are subject to eligibility requirements and may be modified by Stellar Industrial Supply at any time.

Stellar Industrial Supply is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law. Applicants who require a reasonable accommodation during the application or hiring process may contact Human Resources at [e-mail] for assistance.