Customer Experience Manager
About Justrite Safety Group
Justrite Safety Group is a dynamic organization dedicated to protecting people, property, and the planet through advanced industrial safety solutions. Our businesses collaborate to set the standard for excellence and ensure that every worker returns home safe, every workplace remains secure, and our environment thrives.
About the Role
The Customer Experience Manager – Motion Safety leads the customer service function at our Broomfield location. This role drives daily operations, team performance, and customer satisfaction while ensuring a high level of responsiveness, accuracy, and collaboration across departments. This leader will strengthen customer relationships, improve processes, and support sales growth by aligning customer service execution with business priorities.
What You’ll Do
- Lead the Broomfield Customer Service team, including day-to-day operations, staffing, and performance management
- Coach and develop team members to drive strong customer engagement, accountability, and results
- Foster a collaborative, positive, and high-performing team environment
- Ensure timely and accurate processing of orders, quotes, and customer inquiries
- Maintain high standards of responsiveness, communication, and issue resolution
- Guide resolution of escalated customer concerns and identify root causes
- Monitor call handling, order accuracy, and service trends to improve performance
- Support sales efforts by managing smaller accounts not assigned to inside sales
- Closely partner with Regional Sales Managers and Business Development teams to support customer needs
- Drive conversion and support revenue growth through effective customer engagement and follow-up
- Maintain a strong understanding of pricing strategy and provide feedback as needed
- Develop and implement standard operating procedures to drive consistency and efficiency
- Establish and monitor key performance indicators (KPIs) for the customer service team
- Analyze data and reporting to identify trends, gaps, and improvement opportunities
- Lead continuous improvement initiatives to enhance both team performance and customer experience
- Partner with Operations, Supply Chain, Quality, and Engineering teams to resolve issues and improve processes
- Work with Marketing to ensure alignment on new products, messaging, and customer opportunities
- Ensure clear communication across departments to support customer satisfaction and business objectives
Your Skills and Expertise
- Bachelor’s degree preferred or equivalent experience
- 3+ years of leadership experience in customer service or call center environment
- Strong team leadership, coaching, and performance management skills
- Excellent communication and problem-solving abilities
- Experience in manufacturing, industrial, or safety-related industry
- Experience managing a metrics-driven customer service organization
- Ability to develop and implement standard work and process improvements
- High level of comfort in a fast-paced, data-driven environment
Compensation
The position offers a competitive base salary ranging from $70,000 to $85,000. Actual base salaries will vary and may be above or below the recommended pay range based on factors such as but not limited to location, relevant experience and performance. Additionally, this role is eligible for an annual incentive plan to enhance their overall total compensation package when Justrite Safety Group and their business units achieve annual business and financial targets.
Benefits
- Comprehensive medical, dental, and vision coverage
- Flexible hours and alternative work arrangements
- 401K plan with company match
- Company-paid short and long-term disability insurance
- Generous paid time off, personal days
- Robust employee wellness program