Customer Experience Manager

Job Description

Job Title: Customer Experience Manager(CXM) (B2B, Omni-Channel)

Location: Westfield, IN

Reports To: VP of Sales and Marketing

Position Summary

The Customer Experience Manager (CXM) is responsible for owning and continuously improving the end-to-end customer experience across all SLN sales channels: Distribution, OEMs, Manufacturers, and HMS (Heavy Movable Structures). This is a highly visible, leadership role that blends traditional customer service excellence with digital, E-commerce, EDI, and AI-enabled customer engagement strategies.

This role leads SLN’s Customer Service and Quoting Teams, ensuring fast, accurate, and proactive support while driving measurable improvements in responsiveness, satisfaction, retention, and ease of doing business. The CXM will establish and manage performance metrics, customer feedback systems, and process improvements that directly support SLN’s growth strategy.

Key Responsibilities

1. Omni-Channel Customer Experience Leadership

Own the complete customer journey across all interaction points:

Phone, email, E-commerce portals, EDI, and digital self-service tools.

Ensure a consistent, high-quality experience regardless of channel or customer type.

Partner with Sales, Marketing, Operations, and IT to eliminate friction in ordering, quoting, and fulfillment processes.

Act as internal advocate for the “voice of the customer” across the organization.

2. Team Leadership: Customer Service & Quoting

Lead, coach, and develop Customer Service Representatives and Quoting Specialists.

Establish clear performance expectations, workflows, and escalation paths.

Support our POWER (Positive, Open, Winning, Energetic, Resilient) Culture by leading the team to:

Accountability

Responsiveness

Continuous improvement

Customer advocacy

Drive cross-training to improve coverage, flexibility, and career development.

3. KPI Management & Operational Excellence

Define, track, and improve customer experience KPIs, including but not limited to:

Quote response time

First-contact resolution

Case resolution time

On-time order entry accuracy

Customer satisfaction (CSAT)

Net Promoter Score (NPS)

Build dashboards and reporting cadence for leadership visibility.

Use data to identify bottlenecks, root causes, and improvement opportunities.

Lead continuous improvement initiatives using Lean / process-mapping methodologies where appropriate.

4. Customer Feedback & Satisfaction Programs

Implement and manage customer feedback tools and surveys.

Analyze feedback trends by channel, customer segment, and product line.

Translate customer insights into actionable process and system improvements.

5. Digital, E-commerce, EDI & AI Enablement

Own customer-facing digital capabilities, including:

E-commerce platforms

EDI integrations

Customer portals and self-service tools

Partner with IT and Digital Transformation teams on:

Automation of order processing and quoting

AI-assisted customer support tools

Predictive service and proactive customer outreach

Evaluate and pilot AI solutions that improve:

Speed

Accuracy

Personalization

Scalability of customer support

6. Cross-Functional Collaboration

Work closely with:

Sales (field and inside)

Marketing

Operations & Supply Chain

Support new product launches with customer-facing readiness plans.

Participate in acquisition integration efforts related to customer experience and service processes.

Qualifications

Required

5+ years of experience in B2B customer service, customer experience, or commercial operations leadership.

3+ years proven experience managing and developing frontline service and quoting teams.

Strong understanding of B2B sales channels, preferably in:

Manufacturing

Industrial distribution

Power transmission or mechanical components

Experience with E-commerce platforms and EDI in a B2B environment.

Strong KPI orientation with demonstrated success improving service metrics.

Excellent communication, leadership, and change-management skills.

High sense of urgency and bias toward action.

Preferred

Experience in manufacturing or industrial distribution environments.

Exposure to ERP systems (Acumatica experience a plus).

Experience implementing digital or AI-driven service tools.

Lean, Six Sigma, or process improvement training.

Leadership Competencies

Customer-First Mindset: Deep commitment to making SLN easy and reliable to do business with.

Operational Rigor: Strong discipline around metrics, accountability, and follow-through.

Change Leadership: Comfortable driving new processes, tools, and behaviors.

Team Builder: Invested in talent development and succession planning.

Strategic Thinker: Connects customer experience improvements to revenue growth and retention.

Full-time