Join Our Team as Manager, Customer Experience & Operations!

Work Location: Waco, TX (on-site)
Department: Sales
Reports To: VP, Distribution Sales
FLSA Status: Exempt
Travel Requirements: 10%

Who We Are Looking For

We are seeking an experienced, hands-on Manager, Customer Experience & Operations to lead Customer Service operations while improving how customer orders move through our organization from entry through delivery.

You are a customer-focused operational leader who thrives in a fast-paced manufacturing or distribution environment. You understand that an exceptional customer experience depends on accurate orders, disciplined processes, reliable systems, effective logistics coordination, and strong communication across departments.

You bring experience leading teams, improving processes, working within ERP and related business systems, and partnering across Sales, Warehousing, Logistics, Finance, IT, and Operations. You are comfortable solving immediate customer and operational issues while also building the processes, technology, and capabilities needed to support future growth.

If you enjoy developing teams, improving systems, eliminating inefficient manual processes, and building scalable customer-service operations, we would like to hear from you.

Position Overview

The Manager, Customer Experience & Operations is responsible for leading Customer Service operations, order management, system integrity, and fulfillment coordination to ensure seamless execution of customer orders from entry through delivery.

Serving as a critical connection between Sales, Customer Service, Warehousing, Logistics, Finance, IT, and Operations, this position drives operational efficiency, data accuracy, process standardization, and customer satisfaction. The Manager will also lead the continued development of scalable Customer Service processes, automation, e-commerce support, and technology-enabled workflows to support business growth and evolving customer expectations.

Key Responsibilities

• Lead day-to-day Customer Service operations, ensuring accurate and timely execution of customer orders, inquiries, and service requests.
• Oversee the complete order lifecycle, including order entry, validation, pricing, inventory allocation, changes, fulfillment coordination, delivery visibility, and issue resolution.
• Establish clear service standards, ownership, and escalation procedures for order discrepancies, shortages, delivery issues, returns, claims, credits, and other customer-related matters.
• Develop and scale the Customer Service operating model to support business growth, increased transaction volume, new sales channels, and evolving customer requirements.
• Establish and monitor KPIs for order accuracy, response and resolution times, backlog, productivity, on-time delivery, customer satisfaction, and other service measures.
• Lead process-improvement and automation initiatives that reduce manual work, improve accuracy, increase visibility, and create scalable Customer Service workflows.
• Develop and maintain standardized processes, SOPs, work instructions, templates, and cross-functional handoffs for core Customer Service activities.
• Partner with IT, Business Systems, Sales, Finance, Warehousing, Logistics, and Operations to improve system integration and eliminate duplicate work and unnecessary manual processes.
• Lead the Customer Service workstream supporting e-commerce capabilities, including online ordering, order status, fulfillment, cancellations, returns, credits, refunds, and customer issue resolution.
• Develop customer self-service capabilities, automated communications, knowledge resources, and other digital tools that improve the customer experience.
• Coordinate with Warehousing, Logistics, carriers, and third-party providers to support delivery requirements, shipment execution, and proactive communication regarding delays or service disruptions.
• Maintain strong data integrity and process discipline across ERP, CRM, WMS, e-commerce, and other Customer Service-related systems.
• Serve as a Customer Service business owner for system enhancements, integrations, testing, implementation, training, and automation initiatives.
• Analyze customer inquiries, complaints, order errors, returns, claims, and service trends to identify root causes and drive cross-functional corrective actions.
• Serve as an escalation point for complex customer issues while ensuring routine matters are resolved effectively at the appropriate level.
• Lead, coach, and develop the Customer Service team, establishing clear expectations for accountability, responsiveness, accuracy, customer ownership, and operational performance.
• Build team capability through training, cross-training, performance management, process standardization, and adoption of new technology and workflows.
• Foster a culture of continuous improvement that encourages employees to identify inefficiencies and participate in developing practical solutions.
• Perform other duties as assigned. Duties, responsibilities, and activities may change at any time with or without notice.

Education, Experience & Qualifications

• Bachelor's degree in Business Administration, Supply Chain, Operations, Logistics, or a related field preferred; equivalent relevant experience will be considered.
• Five or more years of progressive experience in Customer Service, order management, operations, logistics, or a related function, preferably within manufacturing, distribution, or a similarly fast-paced operational environment.
• Three or more years of leadership or supervisory experience with responsibility for team performance, development, and accountability.
• Strong ERP experience, preferably SAP, with demonstrated understanding of order-to-cash processes, customer and order data, inventory allocation, and fulfillment.
• Experience coordinating across Customer Service, Sales, Warehousing, Logistics, Finance, and Operations.
• Demonstrated experience improving and standardizing processes, developing SOPs, and reducing manual or inefficient workflows.
• Experience with process automation, system implementation, e-commerce, CRM, WMS, or customer-service technology strongly preferred.
• Demonstrated ability to use operational data and KPIs to identify trends, solve problems, and improve service performance.
• Ability to operate effectively in a fast-paced, changing environment while balancing immediate operational priorities with longer-term improvement initiatives.

What Will Make You Successful

• Operational Leadership: Ability to manage multiple customer and order workflows with accuracy, urgency, and accountability.
• Systems & Process Orientation: Strong understanding of ERP and related systems with a focus on data integrity, standardization, automation, and scalable processes.
• Customer Focus: Commitment to service excellence while identifying and resolving the operational issues that affect the customer experience.
• Problem-Solving: Ability to identify root causes, make sound decisions, and implement practical solutions in a fast-moving environment.
• Leadership: Ability to coach, develop, and motivate a team while establishing clear expectations and driving accountability.
• Communication & Collaboration: Clear, effective communication with customers and cross-functional partners at all levels of the organization.
• Continuous Improvement: A proactive mindset focused on simplifying processes, reducing manual work, leveraging technology, and improving operational performance.

Benefits

• Competitive base compensation
• Medical, Dental, and Vision Insurance with generous employer contribution
• Employer-paid Life, Short-term, and Long-term Disability Insurance
• Supplemental benefit options available
• 401(k) with employer match and immediate vesting
• Company technology and business tools
• Three weeks of Paid Time Off (PTO)
• 11 Paid Holidays in 2026