Customer Experience

Job Description

<p>Company Overview:<br>We are a global leader in the promotional products industry supplying advertising and marketing products to Fortune 500 companies. Quality, Service, and Partnership are our vision and our customers are our focus.<br>We are a 5-Star, A+ Supplier with 30+ years in the industry and have been named one of Counselor Magazines Best Places to Work.</p> <p>Role Overview</p> <p>This role leads our Customer Service Team and acts as the operational owner of order accuracy, customer experience, and error prevention across the business.</p> <p>Your focus is simple:<br>Eliminate errors before they happen.<br>Find and fix root causes.<br>Close the process gaps that impact customers.<br>Ensure every customer feels important and supported especially when orders are complex.</p> <p>Youll work closely with Sales, Production, Art, OE, and Leadership to create a smooth, predictable, and warm customer journey.</p> <p>Key Responsibilities</p> <p>Customer Experience Leadership</p><ul><li>Coach the team on communication that makes customers feel valued, understood, and confident in our process.</li><li>Step into complex or sensitive orders to guide resolutions and ensure WOW-level service.</li><li>Improve templates, workflows, and service standards so our service feels warm, human, and consistent.</li></ul> <p>Order Quality & Error Prevention</p><ul><li>Own the full error-prevention cycle: monitor escalations, identify patterns, and close the loop with training or process improvements.</li><li>Build right-first-time practices from PO entry through to production handoff.</li><li>Review order gaps and delays to ensure accountability and quick correction.</li></ul> <p>Root-Cause Analysis & Process Improvement</p><ul><li>Conduct structured reviews of production issues, misses, or customer complaints to understand what actually failed.</li><li>Translate findings into clear, simple, and sustainable process fixes.</li><li>Maintain documentation so improvements become part of our operating rhythm, not one-off patches.</li></ul> <p>Team Development & Performance</p><ul><li>Train CSR team members on product knowledge, order flow, and proactive communication.</li><li>Set expectations for response times, accuracy, and customer ratings.</li></ul> <p>Operational Alignment</p><ul><li>Partner with Art, Production, and Sales to ensure handoffs are clean and timelines are realistic.</li><li>Support the flow of production orders to prevent delays and avoid rework.</li><li>Oversee daily report completion and enforce follow-through on action items.</li></ul> <p>What Success Looks Like</p><ul><li>Fewer customer-reported issues and errors.</li><li>Faster resolutions and warmer communication.</li><li>Clear, documented processes with fewer bottlenecks.</li><li>A confident, accountable CSR team that handles complexity smoothly.</li><li>Higher customer ratings across all channels.</li></ul>