Manager, Customer Experience, B2B

General Function

The Manager, Customer Experience, B2B leads the Customer Experience team and drives service excellence throughout the order-to-delivery lifecycle. This position supports customers, sales partners, and internal stakeholders by ensuring accurate order management, timely issue resolution, and a seamless customer experience. The role combines people leadership, operational discipline, and continuous improvement to strengthen customer satisfaction, service consistency, team performance, and operational efficiency.

The position works cross-functionally with Sales, Supply Chain, Finance, Credit, and Operations to optimize processes, improve service levels, and support company growth objectives while balancing customer needs with business priorities and operational requirements.

Essential Duties and Responsibilities:

Team Leadership and Department Management

• Direct daily Customer Experience operations, including order entry, quotations, return authorizations, credits, and product allocations.
• Set departmental goals and performance objectives, and coach and develop team members to achieve them.
• Lead weekly team meetings covering performance, key initiatives, and priorities.
• Build and develop a high-performing, customer-focused team.

Order Management and Customer Service

• Monitor order accuracy and status, and support sales representatives, dealers, and end users with pricing verification and product availability.
• Serve as the escalation point for customer issues and facilitate prompt, professional resolution.
• Provide service support for OEM and private-label customers.
• Manage assigned sales territories and work closely with Territory Managers to align on customer needs.

Cross-Functional Partnership

• Collaborate with Sales on order management, pricing questions, returns, and account maintenance.
• Work with Finance and Credit to manage order holds, ensure system accuracy, and enable timely order releases.
• Build strong cross-functional partnerships and improve end-to-end processes.

Continuous Improvement and Performance

• Identify operational challenges and implement best practices that improve efficiency across departmental processes.
• Lead cross-functional initiatives that strengthen team performance and the customer experience.
• Meet or exceed departmental key performance indicators and service-level targets.
• Improve customer satisfaction, service consistency, responsiveness, order accuracy, and operational efficiency.
• Advocate for the customer while balancing business priorities and operational requirements.

Skills and Knowledge:

• Hands-on experience with Microsoft Dynamics 365 Finance & Supply Chain Management.
• Proficiency in Microsoft Office, especially Excel.
• Proven ability to build trackable, efficient processes and partner effectively with internal and external stakeholders.
• Strong communication, organizational, and problem-solving skills.
• Emotional intelligence and sound judgment when resolving difficult customer situations constructively.
• Ability to lead teams, establish priorities, monitor performance, and drive continuous improvement.
• Experience with HubSpot CRM preferred.
• Experience with SAP preferred.
• Spanish language skills preferred.

Education and Experience:

• Bachelor's degree in business administration, sales, or a related field required.
• Five or more years of experience in sales or sales support, including team leadership or management responsibility, required.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Stow, OH 44224