Senior Customer Experience Leader - Industrial Manufacturing

ITW Pro Brands; Olathe (KS); On-site; USD 86,000 - 143,000; Full time

Benefits offered by this job

Health benefits

Retirement planning

Paid leave

Job summary

ITW Pro Brands is seeking a Customer Experience Manager in the United States to lead the Customer Service team from order through delivery and support. You will partner with Sales, Operations, Supply Chain, and Quality to enhance satisfaction, retention, and relationships, supervising Customer Service Representatives and Trade Compliance Specialists.

The role requires an Associate degree and 6+ years in customer service leadership within manufacturing or industrial settings, with ERP/CRM

Qualifications

• Associate’s degree in Business, Supply Chain Management, Operations, Engineering, Marketing, or a related field.
• At least 6 years of customer service management experience, preferably in a manufacturing or industrial environment, with at least 1 year of leading direct reports and cross-functional teams.
• Proficiency with ERP and CRM systems.
• Strong project management, problem-solving, and decision-making skills.
• Experience driving process improvements through continuous improvement methodologies (preferred).
• Excellent leadership, interpersonal, and communication skills.

Responsibilities

• Develop and execute customer experience strategies that align with business goals and customer expectations.
• Lead, coach, and manage the Customer Service team, including Customer Service Representatives and Trade Compliance Specialists.
• Assign and balance team workloads to ensure timely, high-quality customer support.
• Develop, implement, and continuously improve customer service policies, processes, and performance standards.
• Establish, monitor, and report on customer service KPIs, satisfaction metrics, and operational performance.
• Analyze customer feedback and service trends to identify improvement opportunities and recommend solutions.
• Use continuous improvement methodologies to lead initiatives that improve customer satisfaction, loyalty, retention, and overall service performance.
• Build and maintain strong relationships with key customers and strategic accounts, partnering with Sales on business reviews and customer planning.
• Manage escalated customer issues and ensure timely communication regarding orders, deliveries, production schedules, and supply chain disruptions.
• Partner with Sales, Operations, Production, Supply Chain, Logistics, Shipping, Sourcing, and Quality to resolve customer issues, remove operational barriers, and deliver a seamless customer experience.
• Create and maintain customer journey maps to identify service gaps and drive continuous improvement.

Skills

Project management

Problem solving

Decision making

Leadership

Education

Associate degree (Business/SCM/Operations/Engineering/Marketing)

Tools

ERP systems

CRM systems

Job description

ITW Pro Brands is seeking a Customer Experience Manager in the United States to lead the Customer Service team from order through delivery and support. You will partner with Sales, Operations, Supply Chain, and Quality to enhance satisfaction, retention, and relationships, supervising Customer Service Representatives and Trade Compliance Specialists.

The role requires an Associate degree and 6+ years in customer service leadership within manufacturing or industrial settings, with ERP/CRM