Manager, Customer Experience and Field Service

In this role, you will not only ensure best-in-class service for our global customers and distributors, but also champion the adoption of new technologies and programs that elevate the customer experience. From AI-powered order management systems to intelligent customer engagement platforms and loyalty initiatives, you will play a pivotal role in shaping how we connect with and serve our customers worldwide.

This position reports to the Product Line Director and partners closely with sales, operations, production, planning, marketing, and shipping teams to deliver seamless, world-class support.

Key Responsibilities

Team Leadership & Customer Support

• Lead and develop a team of customer service, inside sales, and technical service representatives to become trusted advisors to international distributors and customers.
• Ensure every interaction reflects professionalism and strengthens our position as a customer's most valued supplier.
• Coach and support team members in addressing customer inquiries, resolving issues, and recommending solutions.

Customer Experience Innovation

• Identify, pilot, and implement
  AI-powered order management systems
  and
  intelligent customer engagement platforms
  to enhance efficiency, accuracy, and satisfaction.
• Develop and launch
  customer retention programs
  including rebates, loyalty incentives, and subscription-style offerings.
• Partner with marketing and sales to create innovative promotional initiatives that drive engagement.

Operational Excellence

• Review and optimize current processes to increase team efficiency, incorporating best-practice recommendations.
• Partner with planning, production, and shipping teams to improve on-time delivery and enhance customer responsiveness.
• Ensure export compliance and oversee documentation for international shipments.

Metrics & Continuous Improvement

• Develop and monitor departmental metrics to track performance, customer satisfaction, and ROI of new initiatives.
• Leverage CRM tools to maintain accurate and updated customer/distributor information.
• Use data and insights to refine strategies and guide continuous improvement.

Cross-Functional Collaboration

• Align customer-facing initiatives with organizational sales objectives.
• Work with marketing and engineering to train the team on new product launches.
• Collaborate with accounting and sales on pricing processes, including annual price adjustments.

Qualifications

Minimum Requirements

• Bachelor's degree in business, communications, or a related field (or equivalent experience).
• 7 years of customer service, inside sales, or technical service experience, with at least 3–5 years in a leadership role.
• Experience with
  global customer service operations
  and supporting international distributors.
• Strong background in
  CRM tools
  (e.g., MS Dynamics, Salesforce, HubSpot) and data-driven decision-making.
• Familiarity with
  AI-powered order management, automation tools, or digital transformation initiatives
  .
• Demonstrated ability to
  develop, coach, and scale high-performing teams
  .
• Excellent communication, collaboration, and problem-solving skills.

Preferred Requirements

• Experience leading implementation of
  customer engagement platforms, loyalty programs, or e-commerce solutions
  .
• Knowledge of
  export compliance and international shipping processes
  .
• Bilingual (English/Spanish).

Personal Attributes

• Innovative
  : Brings new ideas and fresh approaches to customer experience and efficiency.
• Ethical & Professional
  : Aligns behavior with organizational values and standards.
• Collaborative
  : Works effectively across functions and geographies.
• Organized & Strategic
  : Prioritizes, executes, and evaluates with a balance of detail orientation and big-picture thinking.
• Problem-Solver
  : Anticipates challenges, analyzes causes, and develops solutions.

Why Join Us?

This is a chance to lead a critical function with global reach, where your vision and ideas will directly impact how customers experience our company.

You'll have the opportunity to:

• Drive
  innovation through AI-powered order management
  and intelligent customer engagement platforms.
• Launch
  customer retention and promotional programs
  that differentiate us in the marketplace.
• Work in a collaborative culture that values customer-first thinking, continuous improvement, and growth.

Salary : $120,000 - $200,000