nicepak productsHackensack, NJ
Manager, Customer Experience
Manager, Customer Experience
Manager, Customer Experience
nicepak productsHackensack, NJ
3 days ago
Administrative Management and General Management Consulting ServicesOther Management Consulting ServicesTelemarketing Bureaus and Other Contact Centers
Apply for this role (opens in a new tab)Overview:
As Manager of Customer Experience, you will lead and evolve the CX function across a growing manufacturing and sales organization, fostering a collaborative, customer-centric culture and using data to drive service improvements. You'll own CX metrics, streamline order fulfillment, and implement digital workflows to enhance visibility and reliability for customers. Partnering with Sales, Supply Chain, and Operations, you shape experiences that strengthen partnerships and support evolving business needs. Compensation / Benefits Medical & prescription drug coverage Dental / Vision plan 401(k) with company match Life insuranceFSAsDisability benefits
Responsibilities:
- Support and optimize customer experience processes across operations, sales, and distribution partners
- Define and manage CX metrics and KPIs to gauge service and satisfaction
- Continuously improve end-to-end order fulfillment; identify friction and differentiation opportunities
- Serve as escalation point for complex issues and non-standard returns
- Promote customer-centric culture and cross-functional collaboration
- Identify and implement process improvements; introduce automation to improve scorecards
- Leverage data insights to enhance service levels and performance
- Transition manual customer-facing tasks to digital workflows
- Lead associate engagement, performance management, and SOP adherence
- Foster continuous improvement across order-to-cash, fulfillment, and after-sales support
- Partner with cross-functional teams to align commitments with execution
- Communicate feedback and trends to stakeholders to inform decisions
Key requirements:
- Bachelor's Degree or equivalent relevant experience 10+ years in Customer Service or Sales Administration
- Proficient in Microsoft Office, especially ExcelStrong knowledge of Inventory Management Systems
- Ability to multitask, follow up diligently, and manage diverse associates
- Customer and company-focused with training and development capabilities
- Customer-centric mindset
- Analytical thinking
- Collaborative leadership
- Microsoft Dynamics 365 Excel
- Inventory Management Systems
Also on the board Same function, level within a rung
Level
Senior
Location
Hackensack, NJ
Occupation
General and Operations Managers
Industry
Administrative Management and General Management Consulting Services
Posted
3 days ago