Global Customer Experience Manager – Manufacturing

Dextermag; Elk Grove Village (IL); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

FSA

Life/AD&D

Short-term disability

Long-term disability

401(k) matching

Tuition assistance

Paid time off

11 paid holidays

Job summary

Permag, the North American producer of SmCo magnets, seeks a Customer Experience Manager to design and optimize customer experience strategies across global sites including Europe. You will lead a Customer Care team, drive continuous improvement, and ensure end-to-end order-to-invoice processes while collaborating with Sales, Operations, Quality and Finance.

The role reports to the VP of Sales and Marketing and is based in Elk Grove Village, IL, with up to 25% travel and ITAR compliance

Qualifications

• Bachelor’s degree in business administration, operations management, or a related field.
• MBA preferred.
• Minimum of 10 years of customer service management or inside sales management experience.
• U.S. persons only due to ITAR controls.
• Travel: 25% to company sites and trade shows.

Responsibilities

• Lead and develop a Customer Care team across multiple locations.
• Develop and execute a comprehensive customer experience strategy.
• Resolve complex escalations and customer disputes with cross-functional collaboration.
• Ensure end-to-end standard work across order-to-invoice, returns, and disputes.
• Drive continuous improvement (Standard Work, Kaizen, PSP, 5S) and deliver leadership insights.
• Maintain proactive communication and build long-term customer relationships.
• Coordinate with Production and Supply Chain to meet lead-times and product performance.
• Oversee hiring, onboarding, and ongoing coaching of team members.

Skills

Leadership

Customer experience

Cross-functional

Process improvement

Data analysis

Team coaching

Education

Bachelor’s degree in business/ops

MBA preferred

Job description

Permag, the North American producer of SmCo magnets, seeks a Customer Experience Manager to design and optimize customer experience strategies across global sites including Europe. You will lead a Customer Care team, drive continuous improvement, and ensure end-to-end order-to-invoice processes while collaborating with Sales, Operations, Quality and Finance.

The role reports to the VP of Sales and Marketing and is based in Elk Grove Village, IL, with up to 25% travel and ITAR compliance