Customer Experience & Order Quality Manager

Company Overview:
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.
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.

Role Overview

This role leads our Customer Service Team and acts as the operational owner of order accuracy, customer experience, and error prevention across the business.

Your focus is simple:
Eliminate errors before they happen.
Find and fix root causes.
Close the process gaps that impact customers.
Ensure every customer feels important and supported especially when orders are complex.

Youll work closely with Sales, Production, Art, OE, and Leadership to create a smooth, predictable, and warm customer journey.

Key Responsibilities

Customer Experience Leadership

• Coach the team on communication that makes customers feel valued, understood, and confident in our process.
• Step into complex or sensitive orders to guide resolutions and ensure WOW-level service.
• Improve templates, workflows, and service standards so our service feels warm, human, and consistent.

Order Quality & Error Prevention

• Own the full error-prevention cycle: monitor escalations, identify patterns, and close the loop with training or process improvements.
• Build right-first-time practices from PO entry through to production handoff.
• Review order gaps and delays to ensure accountability and quick correction.

Root-Cause Analysis & Process Improvement

• Conduct structured reviews of production issues, misses, or customer complaints to understand what actually failed.
• Translate findings into clear, simple, and sustainable process fixes.
• Maintain documentation so improvements become part of our operating rhythm, not one-off patches.

Team Development & Performance

• Train CSR team members on product knowledge, order flow, and proactive communication.
• Set expectations for response times, accuracy, and customer ratings.

Operational Alignment

• Partner with Art, Production, and Sales to ensure handoffs are clean and timelines are realistic.
• Support the flow of production orders to prevent delays and avoid rework.
• Oversee daily report completion and enforce follow-through on action items.

What Success Looks Like

• Fewer customer-reported issues and errors.
• Faster resolutions and warmer communication.
• Clear, documented processes with fewer bottlenecks.
• A confident, accountable CSR team that handles complexity smoothly.
• Higher customer ratings across all channels.