Customer Experience & Order Quality Manager

Job Description

<h3>Job Description</h3><p>Job Description<p><p><strong>Company Overview:</strong><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><strong>Role Overview</strong></p><p>This role leads our Customer Service Team and acts as the operational owner of <strong>order accuracy, customer experience, and error prevention</strong> across the business.</p><p>Your focus is simple:<br /><strong>Eliminate errors before they happen.</strong><br /><strong>Find and fix root causes.</strong><br /><strong>Close the process gaps that impact customers.</strong><br /><strong>Ensure every customer feels important and supported especially when orders are complex.</strong></p><p>Youll work closely with Sales, Production, Art, OE, and Leadership to create a smooth, predictable, and warm customer journey.</p><p><strong>Key Responsibilities</strong></p><p><strong>Customer Experience Leadership</strong></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><strong>Order Quality & Error Prevention</strong></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><strong>Root-Cause Analysis & Process Improvement</strong></p><ul><li>Conduct structured reviews of production issues, misses, or customer complaints to understand what actually failed.</li><li>Translate findings into <strong>clear, simple</strong>, and sustainable process fixes.</li><li>Maintain documentation so improvements become part of our operating rhythm, not one-off patches.</li></ul><p><strong>Team Development & Performance</strong></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><strong>Operational Alignment</strong></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><strong>What Success Looks Like</strong></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></p></p>