Customer Experience Manager - Tacoma

About the Role

The Customer Experience Manager is accountable for the day-to-day leadership and overall performance of an assigned branch. This role leads the branch customer experience function and, based on branch size, staffing, and physical footprint, may directly lead warehouse operations or provide leadership through a Warehouse Manager, Warehouse Lead, Integrated Account Manager, or other assigned operational leader. The Customer Experience Manager ensures safe, accurate, responsive, and financially disciplined branch execution while partnering with Commercial, Pricing, Supply Chain, and other teams to support customer retention and growth.

Responsibilities

• Own the daily operating rhythm, customer experience, and overall execution of the assigned branch.
• Ensure customers receive accurate, responsive service and that customer concerns are addressed promptly and effectively.
• Maintain a clean, organized, safe, and customer-ready branch facility, including office, warehouse, showroom, and customer-service areas as applicable.
• Establish clear communication across branch team members and with internal partners to ensure commitments are understood and completed.
• Directly supervise assigned Customer Service, Warehouse, Site Support, Site Lead, Warehouse Lead, Warehouse Manager, and other branch employees.
• Hire, onboard, coach, develop, evaluate, and retain employees in partnership with Human Resources and regional leadership.
• Set priorities, assign work, manage schedules and coverage, address performance concerns, and provide meaningful input on employment decisions.
• Ensure the branch has the appropriate leadership and daily oversight for warehouse activities, including receiving, stocking, picking, packing, shipping, inventory control, and material movement.
• Monitor branch performance using established measures for service, order accuracy, inventory accuracy, on-time delivery, productivity, safety, labor utilization, operating expenses, and customer satisfaction.
• Manage controllable branch expenses and support profitable operations, inventory discipline, and Branch Contribution Margin objectives.
• Partner with Commercial leadership to align operational execution with customer commitments, account opportunities, and service expectations.
• Collaborate with Product Management, Supply Chain, Pricing, Finance, Technology, Human Resources, suppliers, and other shared-services teams to resolve issues and improve branch performance.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business, Operations, Supply Chain, Management, or a related field preferred.
• Experience managing warehouse or distribution center operations required.
• Experience leading employees and coordinating daily operational activities required; previous direct supervisory experience preferred.
• Industrial distribution, manufacturing, or related industry experience preferred.
• Experience managing branch performance, operational metrics, staffing, or expenses preferred.
• Strong people-leadership, coaching, performance-management, and decision-making skills.
• Working knowledge of branch operations, customer service, inventory control, order fulfillment, and warehouse processes.
• Ability to interpret operating metrics, manage competing priorities, and improve processes.
• Strong customer focus, financial awareness, communication, and cross-functional collaboration skills.
• Proficiency with Microsoft Office applications, ERP systems, and operational reporting tools.
• Must be at least 18 years of age, possess a valid driver’s license, and be legally authorized to work in the United States.

Working Conditions

• Primarily office-based work with frequent walking throughout the branch and warehouse.
• Occasional lifting and carrying of materials weighing up to 25 pounds.
• Moderate exposure to warehouse environments and related operational hazards.

Benefits

• Medical, dental, and vision insurance.
• Company-paid life and AD&D insurance.
• Long-term disability insurance.
• 401(k) with employer match.
• Paid time off and paid holidays.
• Gym reimbursement program.
• Employee Assistance Program (EAP).
• Employee rewards and recognition program.
• HSA with company contribution on eligible plans.

Hours/Schedule: Full-time position. Standard work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Additional hours may occasionally be required based on customer and business needs.