Customer Experience Manager

Job Description:

Job Title:  Customer Experience Manager

Reports to: Director of Sales

Exempt Status: Exempt

Full Time / Part Time: Full Time

Location:  Olathe, KS (Preferred) or Tucker, GA

Company Overview:

ITW Pro Brands is a manufacturer of lubricants, cleaning chemicals, and corrosion preventatives formulated to maximize equipment productivity and product quality for customers. We go to market through B2B with a focus on the automotive, aviation, fabricated metal, food processing and machinery manufacturing market segments. Offering a brand portfolio that is well recognized within these industrial channels, our premium products address customer pain points and our direct sales team provide expert value-added consulting at the customer level. ITW Pro Brands has 250 employees and 4 manufacturing facilities in: Olathe, KS, Tucker, GA, Easton, MD, and DeWitt, IA.

Our Values:

• Simplicity: focusing on the essential core of each business opportunity, guided by the “80/20” rule to streamline processes, systems and structures.
• Shared risk: collaborating as a team, taking joint responsibility, and learning from trial and error to drive innovation.
• Integrity: honesty, transparency, and doing the right thing in all business dealings, regardless of brand and location.
• Respect: valuing diversity in cultural backgrounds and fostering an open environment where innovation can thrive.
• Trust: relying on employees to uphold the highest professional standards and act in the company’s best interests.

What we offer:  ITW’s benefits package is designed to provide comprehensive support for physical, mental, and financial well-being including: healthcare, retirement planning, paid leave, wellness programs, and opportunities for charitable involvement.

Position Summary:

The Customer Experience Manager leads the Customer Service team and is responsible for delivering exceptional end-to-end customer experience throughout the customer lifecycle - from order placement through delivery and ongoing support. This role serves as the voice of the customer, partnering with Sales, Operations, Supply Chain, and Quality to improve customer satisfaction, strengthen relationships, and drive retention. The position directly supervises Customer Service Representatives and Trade Compliance Specialists.

Core 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.

Qualifications / Requirements:

• 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 experience leading and developing direct reports, leading cross-functional teams, and managing key customer relationships.
• 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.
• Ability to manage multiple priorities in a fast-paced environment while working independently and c