Customer Experience and Field Service Manager

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 customers most valued supplier.
• Coach and support team members in addressing customer inquiries resolving issues and recommending solutions.

Customer Experience Innovation

• Identify pilot and implementAI-powered order management systemsandintelligent customer engagement platformsto enhance efficiency accuracy and satisfaction.
• Develop and launchcustomer retention programsincluding 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

• Bachelors 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 35 years in a leadership role.
• Experience withglobal customer service operationsand supporting international distributors.
• Strong background inCRM tools(e.g. MS Dynamics Salesforce HubSpot) and data-driven decision-making.
• Familiarity withAI-powered order management automation tools or digital transformation initiatives.
• Demonstrated ability todevelop coach and scale high-performing teams.
• Excellent communication collaboration and problem-solving skills.

Preferred Requirements

• Experience leading implementation ofcustomer engagement platforms loyalty programs or e-commerce solutions.
• Knowledge ofexport 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. Youll have the opportunity to:

• Driveinnovation through AI-powered order managementand intelligent customer engagement platforms.
• Launchcustomer retention and promotional programsthat differentiate us in the marketplace.
• Work in a collaborative culture that values customer-first thinking continuous improvement and growth.

Required Experience:

Manager