What are the responsibilities and job description for the Customer Experience Manager position at Woodcraft?
Company Overview
Woodcraft Supply, LLC is seeking a Customer Experience Manager to lead and develop our customer-facing sales and support team in Parkersburg, WV. This role is responsible for creating an exceptional customer experience while driving sales growth, customer retention, and team performance.
The ideal candidate is a hands-on people leader who enjoys developing employees, improving the customer experience, and building a culture focused on relationships, results, and continuous improvement.
Essential Functions of the Job
- Lead, coach, and develop a team of Customer Account Specialists.
- Drive team performance across sales, customer experience, retention, and productivity.
- Establish clear expectations and use performance metrics to identify opportunities for growth and improvement.
- Develop the team's selling, product knowledge, and customer relationship skills.
- Champion an exceptional customer experience across every customer interaction.
- Identify opportunities to strengthen customer relationships, increase sales, and improve retention.
- Lead outbound customer engagement and sales initiatives.
- Provide leadership and support for complex customer needs and escalations.
- Recruit, onboard, develop, and retain a high-performing team.
- Partner across the organization to support sales initiatives.
- Analyze customer and sales trends and translate insights into meaningful action.
- Provide leadership with sales forecasts, performance insights, and recommendations.
Qualifications
- 5 years of experience in sales, customer experience, customer service, account management, or a related customer-facing environment.
- 2 years of leadership, coaching, or supervisory experience.
- Demonstrated ability to develop employees and improve team performance.
- Strong customer and sales mindset with a focus on building long-term relationships.
- Ability to use data and performance metrics to identify opportunities and drive results.
- Strong communication, coaching, problem-solving, and decision-making skills.
- Bachelor's degree in Business, Marketing, Sales, Management, or a related field preferred.
Why This Role Matters
This position will help lead the continued evolution of Woodcraft's customer-facing operations, building a team that goes beyond providing great service to proactively engage customers, strengthen relationships, and create opportunities for continued growth.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Experience:
- Leadership: 2 years (Required)
Ability to Commute:
- Parkersburg, WV 26105 (Required)
Work Location: In person
Salary : $42,709 - $61,266