Customer Experience Manager - Manufacturing

A manufacturing company in Chester County is seeking an experienced Customer Experience Manager to lead a team of 4–5 customer service representatives and oversee all order, service, and customer experience operations. This is a high-impact role responsible for improving processes, driving KPIs, and strengthening the customer journey across domestic and international accounts.

Why Join

• Lead a highly visible function with direct impact on operations and customer satisfaction.
• Opportunity to shape processes, drive improvements, and influence strategy.
• Work closely with cross-functional teams across sales, supply chain, and leadership.
• Be part of an organization focused on quality, innovation, and continuous improvement.

Key Responsibilities

• Lead, mentor, and develop the customer service team.
• Oversee accurate, timely order processing aligned with supply chain protocols.
• Improve on-time delivery performance and manage customer escalations.
• Implement standardized procedures and drive continuous improvement initiatives.
• Collaborate with Sales, Marketing, and internal departments to enhance customer touchpoints.
• Define, track, and report on customer service KPIs and operational metrics.
• Analyze service data to identify trends and support decision-making.
• Maintain customer database accuracy and manage pricing updates within the ERP system.

Requirements

• Bachelor's degree.
• 5+ years of supervisory or management experience leading customer service teams.
• 10+ years of customer service experience, including domestic and international support.
• Experience working in a manufacturing or distribution environment.
• Strong organizational, analytical, and decision-making skills.
• Proficiency with ERP systems (Microsoft D365 preferred) and advanced Excel capabilities.

Apply Today

If this opportunity aligns with your experience and career goals, apply today to be considered for this role.

Work Authorization:

Applicants must have valid, independent authorization to work in the United States. This position does not offer, support, or accept any form of sponsorship—whether employer, third-party, future, contingent, transfer, or otherwise. Candidates must be able to work for any employer in the U.S. without current or future sponsorship of any kind. Work authorization will be verified, and misrepresentation will result in immediate removal from consideration.