Customer Experience Manager

Location: Onsite at any Nelson-Jameson Location: Marshfield, WI; Turlock, CA; Jerome, ID; Amarillo, TX; or Fairview, PA.
Job Type: Full-Time
Compensation: Starting at $70,000 annually
Benefits: Comprehensive benefits, company matched 401(k), paid time off, competitive compensation, and much more!

About Us:
At Nelson-Jameson, we’ve been a trusted partner in the food manufacturing industry since 1947. We provide high-quality products and innovative solutions that help businesses maintain top standards in quality, safety, and compliance. As a family-owned company, we believe in accountability, teamwork, and growth—for our people and the business. We take pride in our close-knit, supportive culture where every team member has a voice and the chance to grow. If you're looking for a rewarding career with a team that works hard and stays optimistic, we’d love to have you join us!

Job Summary:
Nelson-Jameson is seeking a Customer Experience Manager to join us onsite at our Corporate office in Marshfield, WI. This leader plays a central role in delivering a consistent, above-and-beyond customer experience - guiding a team of Customer Relationship Specialists, resolving complex customer situations, monitoring quality and performance, and enhancing the full customer journey through thoughtful, relationship-driven service. You’ll collaborate closely with cross-functional partners, support process improvements, and use data, customer feedback, and performance insights to raise the bar on how our customers feel supported at every step.

The ideal candidate embodies our customer-first mindset: proactive, steady under pressure, and committed to doing what’s right for the customer and the team. Successful leaders in this role are excellent communicators, natural coaches, and organized problem-solvers who build trust through clarity, kindness, and follow-through. They thrive in environments where details matter, teamwork fuels success, and every interaction is an opportunity to create a positive experience. If you’re energized by developing people, navigating challenges with optimism, and helping a team deliver exceptional service day in and day out, this role offers meaningful impact at the heart of our Customer Experience transformation. This position is posted in Marshfield, WI, but we welcome interest from qualified candidates seeking an onsite role at one of our Distribution Centers in Turlock, CA; Jerome, ID; or Amarillo, TX.

Key Responsibilities:

• Lead & Develop a High-Performing Team
• Hire, coach, mentor, and develop Customer Experience team members.
• Set performance goals, deliver feedback, and build a culture of recognition.
• Maintain daily coverage, approve schedules/timecards, and ensure service consistency.
• Strengthen Customer Relationships & Satisfaction
• Resolve escalations with professionalism and a customer-first approach.
• Use customer feedback and insights to uncover pain points and drive improvement.
• Champion strong follow-through on customer orders, portal reviews, and issue resolution.
• Drive Performance & Quality Excellence
• Review KPIs, dashboards, and Voice of Customer (VOC) data to identify trends and opportunities.
• Conduct quality audits across calls, email, and cross-department communication.
• Ensure compliance with policies, procedures, and service standards.
• Improve Processes & Elevate the Customer Journey
• Partner with Sales, Product, Operations, IT, and more to enhance the end-to-end customer experience.
• Support updates to procedures, workflows, and documentation.
• Lead and support team meetings, training sessions, and CX initiatives.
• Support Operational Excellence
• Delegate tasks, manage workflow priorities, and guide the team through complex situations.
• Assist with budget planning and responsible resource management.
• Take action on reports related to order entry, workflow issues, and service consistency.

Why Nelson-Jameson?
At Nelson-Jameson, we offer more than just a job; we provide an opportunity to grow and succeed within a family-owned company that values innovation, collaboration, and hard work. You’ll be part of a trusted industry leader, working alongside passionate professionals who are dedicated to making a difference.

As a golden rule company, we strive to maintain a culture of honesty, integrity, and kindness. Our organization is committed to operating ethically and respecting people, our community, and the environment. With us, you’ll become part of a hard-working team that takes pride in providing safe, high-quality food to communities around the world.

With Nelson-James