Regional Customer Experience Manager

The Regional Customer Experience Manager leads and supports a regional team of Customer Experience Representatives (CER) to ensure exceptional customer experience, efficient order processing, clear communication, and strong cross-functional collaboration. This role collaborates with Sales, Technical Support, and Operations to ensure a seamless customer experience aligned with Triad’s service standards. This is a full-time position, M–F, 8:00 am – 5:00 pm.

• Directly supervise, coach, and develop a team of CERs, providing clear performance expectations, feedback, and professional development.   
• Monitor daily customer experience activities, ensuring accurate and timely processing of orders, quotes, and customer inquiries.
• Act as a resource for escalated customer issues by providing resolution support with a customer-first approach and serving as the internal advocate for customer needs.
• Partner closely with Sales, Operations, Retail, Purchasing, and Technical Support teams to ensure customer needs are met efficiently.
• Oversee and improve processes related to order entry, pricing accuracy, customer communication, and complaint resolution.
• Track key performance metrics for the customer experience team, including order accuracy, response times, and customer satisfaction levels.
• Conduct regular team meetings to share updates, review performance, and provide training on processes, systems, and product knowledge.
• Participate in hiring and onboarding new CERs within the assigned region.
• Lead initiatives to drive continuous improvement in customer experience processes, helping to identify and remove bottlenecks.
• Support company initiatives around P21 utilization, Zendesk accuracy, and customer experience best practices.
• Maintain visibility to daily operations, assisting with order entry and customer inquiries when necessary to support team workload.
• Ensure adherence to company policies, procedures, and service standards across the regional customer experience function.
• Other duties as assigned.

Qualifications

Skills & Experience

• High School diploma or equivalent required; associate or bachelor’s degree preferred.
• 3-5 years of customer service experience in distribution, manufacturing, industrial, or a similar industry.
• At least 1-2 years of leadership experience (supervisory, lead, or management role) preferred.
• Excellent interpersonal and communication skills, both verbal and in writing
• Demonstrated ability to effectively manage a team and resolve customer issues.
• Solutions-oriented approach to resolution and escalation of customer issues.
• Ability to manage multiple priorities in a fast-paced environment while maintaining strong follow-up and attention to detail.
• Experience with ERP and business communication systems; familiarity with P21 and Zendesk is preferred.
• Proficient in Microsoft Office Suite, including Outlook, Teams, Word, and Excel.