Job Description
About this role
Position: Customer Experience Manager - Platinum Accounts
General Purpose
The Customer Experience Manager plays a pivotal role in shaping the customer experience and driving operational excellence across the organization. Partnering closely with the Regional Operations Manager, this role leads customer service operations with a focus on performance, productivity, efficiency, and profitability. This leader serves as a trusted escalation point for key and platinum-level accounts, ensuring high-touch service, proactive problem resolution, and strong customer relationships-both remotely and through periodic face-to-face engagement.
POSITION RESPONSIBILITIES include, but are not limited to the following:
Lead and develop Customer Service Representatives (CSRs) across one or more facilities, setting clear expectations and driving accountability
Partner with the Commercial Team to align CSR support with assigned Sales Representatives and strategic customer accounts, including platinum and key customers
Act as a senior point of contact for key and platinum-level accounts, providing escalation support and strengthening long-term customer relationships
Participate in select customer meetings, site visits, or face-to-face engagements as needed to support service alignment, issue resolution, and relationship development
Serve as a go-to resource for ERP and CRM questions, ensuring consistent and effective system utilization
Own customer service performance metrics by maintaining scorecards, monitoring order stages, and addressing exceptions proactively
Review daily reports and take swift corrective action on issues related to pricing, freight, margin, or billing accuracy
Balance workloads by regularly evaluating CSR capacity and reallocating resources as needed
Collaborate cross-functionally with operations, warehouse, procurement, and customer service teams to manage customer credits and vendor returns, including approval decisions
Respond with urgency and professionalism to customer and sales inquiries impacting your team
Manage scheduling, timekeeping, PTO, and shift coverage to ensure service continuity
Lead regular team stand-up meetings to align priorities, share updates, and reinforce expectations
Leverage deep knowledge of the customer base to deliver targeted, high-impact service solutions
Apply vendor expertise to guide teams toward the best product and service solutions
Foster a culture of continuous improvement by encouraging ideas, feedback, and process enhancements
Prepare and analyze reports to support operational decisions and leadership visibility
Champion company policies and procedures, ensuring compliance through clear communication and consistent reinforcement
Coach, train, and develop team members to strengthen skill sets and build bench strength
Step into core CSR responsibilities when needed to support the team and maintain service levels
Lead or contribute to special projects that drive operational improvements
Conduct performance and merit reviews, providing meaningful feedback and development guidance
Perform additional duties as assigned to support business needs
Education and Experience:
Associate Degree from a two-year college or technical school OR High School Diploma with five (5) years of related experience OR A relevant combination of education and experience
Demonstrated mastery of CSR and Customer Experience Manager responsibilities
Proven business-to-business experience within an industrial distribution environment, supporting complex products, pricing structures, and service expectations
Experience supporting high-value, strategic, or key customer accounts
Proven experience leading cross-functional teams and driving collaboration
Strong background in implementing and improving operational processes
Solid project management, organizational, and administrative skills
Hands-on experience working within an ERP environment
Lean / 5S certification, or the ability to obtain certification within the first six (6) months of employment
Excellent customer relation and problem-solving skills
Excellent leadership and decision-making skills
Strong verbal, written, and interpersonal communication skills
Detail oriented, including accurate data entry skills
Capable of working independently, as well as a team member
Interact with co-workers with a positive attitude to maintain a friendly and productive work environment
Must be proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams)
Ability to understand written and oral English and be proficient with computer, email, spreadsheets and look up documents online
Ability to meet the physical requirements of the job
Ability to work in environments that may include:
Moving mechanical parts
Fumes or airborne particles
Painting chemicals and solvents
Electrical equipment
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sitting: Prolonged periods of sitting at a desk
Standing: Mobility within an office environment for extended periods
Walking: Moving around the office
Lifting: Occasionally lifting and carrying up to 20 pounds
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Adaptability - Ability to be flexible and adjust to changes in your work environment. You can respond quickly to changing ideas, responsibilities, expectations, trends, strategies and other processes. Being adaptable also means possessing soft skills like interpersonal, communication, creative thinking and problem-solving skills.
Accuracy - Ability to detect errors in normal course of work by standard check or routine crosscheck. Errors resulting from inaccuracy would create minor confusion, delay or expense to correct the situation.
Dependability - Follows instructions, responds to management direction; Keeps commitments.
Initiative - Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
Problem Solving - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Planning/Organization - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
Communication and Interpersonal Skills - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Demonstrates group presentation skills.
Collaboration - Ability to work with others to achieve a common goal; Building and maintaining relationships through shared responsibility, respect, and empathy.
OTC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. OTC is a VEVRAA Federal Contractor—priority referral Protected Veterans requested.
