Regional Customer Experience Manager

Triad-Technologies-LL; McCook (IL); Vor Ort; USD 85.000 - 110.000; Vollzeit

Zusammenfassung

Triad-Technologies-LL in McCook, IL seeks a Regional Customer Experience Manager to lead a regional team of Customer Experience Representatives, ensuring exceptional order processing, clear communication, and strong cross-functional collaboration with Sales, Technical Support, and Operations.

You will supervise CERs, coach performance, monitor metrics like order accuracy and response times, participate in hiring, and drive continuous improvements in customer experience, P21 utilization, Zendesk

Qualifikationen

• High School diploma or equivalent required; associate or bachelor’s degree preferred.
• 3–5 years of customer service experience in distribution, manufacturing, industrial, or similar.
• At least 1–2 years of leadership experience (supervisory, lead, or management).
• Excellent interpersonal and written/verbal communication skills.
• Solutions-oriented approach to issue resolution and escalation.
• Ability to manage multiple priorities in a fast-paced environment with strong follow-up.

Aufgaben

• Lead and support a regional team of Customer Experience Representatives (CER).
• Coach, supervise, and develop CERs with clear performance expectations and feedback.
• Monitor daily customer experience activities: orders, quotes, inquiries, and processing accuracy.
• Act as a resource for escalated customer issues with a customer-first mindset.
• Partner with Sales, Operations, Retail, Purchasing, and Technical Support to meet customer needs.
• Oversee order entry, pricing accuracy, and complaint resolution processes.
• Track KPIs such as order accuracy, response times, and customer satisfaction.
• Conduct regular team meetings and provide training on processes, systems, and product knowledge.
• Participate in hiring and onboarding new CERs within the region.
• Lead continuous-improvement initiatives in customer experience and best practices (P21, Zendesk).
• Maintain visibility to daily operations and support order entry during workload peaks.
• Ensure adherence to company policies, procedures, and service standards.
• Perform other duties as assigned.

Kenntnisse

Leadership experience

Customer service

Communication skills

multitasking

Problem solving

Attention to detail

Ausbildung

High School diploma or equivalent

Associate degree preferred

Bachelor's degree preferred

Tools

ERP systems

P21

Zendesk

Microsoft Office Suite

Jobbeschreibung

The Regional Customer Experience Manager leads and supports a regional team of Customer Experience Representatives (CER) to ensure exceptional customer experience, efficient order processing, clear communication, and strong cross-functional collaboration. This role collaborates with Sales, Technical Support, and Operations to ensure a seamless customer experience aligned with Triad’s service standards. This is a full-time position, M–F, 8:00 am – 5:00 pm.Directly supervise, coach, and develop a team of CERs, providing clear performance expectations, feedback, and professional development.Monitor daily customer experience activities, ensuring accurate and timely processing of orders, quotes, and customer inquiries.Act as a resource for escalated customer issues by providing resolution support with a customer-first approach and serving as the internal advocate for customer needs.Partner closely with Sales, Operations, Retail, Purchasing, and Technical Support teams to ensure customer needs are met efficiently.Oversee and improve processes related to order entry, pricing accuracy, customer communication, and complaint resolution.Track key performance metrics for the customer experience team, including order accuracy, response times, and customer satisfaction levels.Conduct regular team meetings to share updates, review performance, and provide training on processes, systems, and product knowledge.Participate in hiring and onboarding new CERs within the assigned region.Lead initiatives to drive continuous improvement in customer experience processes, helping to identify and remove bottlenecks.Support company initiatives around P21 utilization, Zendesk accuracy, and customer experience best practices.Maintain visibility to daily operations, assisting with order entry and customer inquiries when necessary to support team workload.Ensure adherence to company policies, procedures, and service standards across the regional customer experience function.Other duties as assigned.Skills & ExperienceHigh School diploma or equivalent required; associate or bachelor’s degree preferred.3-5 years of customer service experience in distribution, manufacturing, industrial, or a similar industry.At least 1-2 years of leadership experience (supervisory, lead, or management role) preferred.Excellent interpersonal and communication skills, both verbal and in writingDemonstrated ability to effectively manage a team and resolve customer issues.Solutions-oriented approach to resolution and escalation of customer issues.Ability to manage multiple priorities in a fast-paced environment while maintaining strong follow-up and attention to detail.Experience with ERP and business communication systems; familiarity with P21 and Zendesk is preferred.Proficient in Microsoft Office Suite, including Outlook, Teams, Word, and Excel.