Regional CX Manager: Lead, Optimize & Coach

Triad-Technologies-LL; McCook (IL); On-site; USD 85,000 - 110,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership experience

Customer service

Communication skills

multitasking

Problem solving

Attention to detail

Education

High School diploma or equivalent

Associate degree preferred

Bachelor's degree preferred

Tools

ERP systems

P21

Zendesk

Microsoft Office Suite

Job description

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