Customer Experience Manager

Responsibilities

• Lead the end-to-end customer experience for all WEBTECH® products, ensuring accurate order processing, proactive communication, and exceptional customer service across multiple manufacturing locations.
• Manage the centralized order fulfillment process for Frontier 90 CGF and Pioneer 88 GRF product lines, coordinating activities between customers, sales, manufacturing, logistics, and customer service teams.
• Oversee Customer Service Representative and Key Account Management functions, including order entry, billing administration, customer communications, and Customer Recycle Program management.
• Serve as the primary point of contact and advocate for customers, ensuring timely communication regarding order status, delivery schedules, product availability, and issue resolution.
• Develop and maintain strong customer relationships that support long-term business growth, customer retention, and overall customer satisfaction.
• Partner with manufacturing, purchasing, and sales teams to align customer demand with production capabilities and inventory requirements.
• Coordinate finished goods and raw material planning activities to support customer forecasts, optimize inventory levels, and maximize production efficiency.
• Assist in the procurement planning of critical raw materials required to support production schedules and customer commitments.
• Collaborate with sales and production leadership to develop and maintain monthly and annual demand forecasts that support business objectives.
• Monitor order trends, inventory levels, and production capacity to proactively identify potential supply challenges and implement corrective actions.
• Facilitate the customer claims process through Salesforce by documenting claims, coordinating investigations, communicating with internal stakeholders, and supporting the timely resolution of customer concerns.
• Initiate customer credits and related documentation following claim resolution in accordance with established company procedures.
• Drive root cause analysis and continuous improvement efforts to reduce recurring customer issues and improve overall customer satisfaction.
• Utilize QlikView, PeopleSoft, Salesforce, and other business systems to monitor performance, analyze customer and order trends, and identify opportunities for operational improvement.
• Prepare and distribute monthly customer service performance reports and key operational metrics for management review.
• Analyze customer ordering patterns and inventory utilization to improve material efficiency, production planning, and service levels.
• Identify and implement process improvements that enhance customer experience, increase operational efficiency, and support organizational objectives.
• Provide leadership, direction, coaching, and performance management for Customer Service Representatives and related customer service personnel.
• Foster a customer-focused culture built on accountability, teamwork, continuous improvement, and operational excellence.
• Maintain effective working relationships across sales, manufacturing, purchasing, logistics, and finance functions to ensure alignment of customer requirements and business objectives.
• Perform additional duties and special projects as assigned.
• Direct reports may include Customer Service Representatives and related customer service support roles.

Requirements

• College degree, or 5 to 10 years of experience in Customer Service / Material Control.
• Valid driver's license.

Skills

• PC literate, with the ability to effectively utilize Excel (spreadsheets), Word, email, and PowerPoint.
• Ability to learn quickly and retain a large amount of detail regarding customers and products.
• Strong organizational skills with high attention to detail.
• Ability to deal effectively with changes in customer orders, notifying production if an order is already in process.
• Ability to communicate clearly, both orally and in writing, to personnel from a variety of functional areas.
• Ability to enter, manipulate, and retrieve data from the computer.
• Strong interpersonal skills and the ability to effectively communicate with a wide variety of personnel.
• Professional presentation to represent Atlas to customers and the public.
• Fluent in English (reading, writing, and speaking).
• Advanced math skills (able to perform statistical analysis).
• Able to analyze the costs, benefits, risks, and likelihood of success of a decision.
• Identifies the concepts and issues within a problem.
• Applies sound judgment and reason to find solutions to problems.
• Provides relevant and timely information in a clear manner.
• Openly communicates and shares ideas and opinions and encourages others to do so.
• Serves both internal and external customers, providing superior service and value to all.
• Takes responsibility for resolving customer issues and responding in a timely manner.
• Generates new ideas and strategies and provides innovative solutions to problems.
• Follows through on projects in a timely manner.
• Anticipates what needs to be done and proceeds without direction.
• Motivates and influences others in a positive manner.
• Promotes a climate of involvement, cooperation, and teamwork.
• Is a positive example of leadership.
• Acts as a coach or mentor as needed.
• Ability to plan a work schedule.
• Establishes goals and priorities.
• Acts fairly in business dealings.

Physical Demands

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required to sit and to use hands to finger, handle, or feel.
• The employee is occasionally required to stand, walk, and reach with hands and arms.
• Specific vision abilities required by this job