Customer Experience & Operations Lead

Transwall; West Chester (Chester County); On-site; USD 90,000 - 130,000; Full time

Job summary

Transwall Office Systems is seeking a Customer Operations Lead to ensure a world-class customer experience while guiding sales, service, and retention processes. You will own customer-facing operations, including service orders, HubSpot CRM, data integrity, reporting, and SOP development, while mentoring the Customer Service team and driving outbound opportunities.

This role collaborates with Sales, Finance, Operations and Production to continuously improve the customer journey and drive service

Qualifications

• 5-10 years experience in customer service, inside sales, commercial operations, or related fields.
• Manufacturing or construction products experience preferred.
• Strong HubSpot, reporting, communication, and process improvement skills.

Responsibilities

• Lead and mentor the Customer Service function.
• Own the service order process from request through billing.
• Maintain HubSpot data integrity and CRM records.
• Develop dashboards and KPI reports.
• Partner with sales, finance, operations, and production to improve the customer experience.

Skills

Customer service

Inside sales

Leadership

Communication

Data analysis

Tools

HubSpot

CRM systems

Job description

Transwall Office Systems is seeking a Customer Operations Lead to ensure a world-class customer experience while guiding sales, service, and retention processes. You will own customer-facing operations, including service orders, HubSpot CRM, data integrity, reporting, and SOP development, while mentoring the Customer Service team and driving outbound opportunities.

This role collaborates with Sales, Finance, Operations and Production to continuously improve the customer journey and drive service