Customer Excellence Manager

Job Description

Job Description

Description:

The Customer Excellence Manager leads the Customer Excellence Department and oversees customer service operations across the four product divisions. This role provides leadership and direction to the department, ensuring effective service execution, customer focus, operational efficiency, and continuous improvement. The Customer Excellence Manager oversees department performance, supports cross-functional collaboration, and ensures customer service practices are conducted in accordance with company policies, safety standards, and applicable regulatory requirements.

Requirements:

Key Responsibilities

• Lead day-to-day operations of the Customer Excellence Department by setting goals, managing projects, and overseeing department activities.
• Oversee the full employee lifecycle, including interviewing, hiring, onboarding, training, performance reviews, and employee development.
• Foster a proactive, collaborative work environment that encourages informed decision-making, accountability, professional growth, and continuous improvement.
• Set clear expectations for the team and provide coaching and guidance to support performance and development.
• Promote a culture of safety, integrity, customer focus, and continuous improvement.
• Develop, monitor, and manage the Customer Excellence Department expense budget.
• Ensure department practices and workflows comply with company policies, safety standards, and applicable chemical regulatory requirements.
• Oversee accurate, professional, and timely execution of customer orders, inquiries, and internal and external communications.
• Lead the team in supporting revenue growth by promoting new and existing products, optimizing account margin strategies, and identifying opportunities to expand division sales.
• Oversee clerical and administrative workflows that support Sales Account Managers across all company divisions.
• Collaborate with Sales and other internal departments to support customer needs and ensure effective execution of sales and customer service activities.
• Ensure customer service activities stay aligned with customer expectations and company objectives.
• Lead department initiatives focused on cost reduction, workflow efficiency, service improvement, and continuous improvement.
• Oversee and analyze monthly performance and continuous improvement metrics, including late deliveries, OTIF, invoice accuracy, new customer acquisition, and customer retention and loss.
• Collaborate with Logistics, Inventory, Planning, Shipping, Operations, Sales, and other departments to improve order entry, documentation flow, and issue resolution.
• Monitor department performance and use operational data to identify trends, address issues, and support continuous improvement.
• Serve as a key liaison between Customer Excellence and other departments to facilitate communication and resolve operational issues.
• Supervise the selection, training, development, appraisal, and work assignments of two or more employees, with oversight of hiring, firing, promotions, and assignments.
• Perform additional duties as assigned.

Qualifications and Education Requirements

• Bachelor’s degree in Business Administration, Management, or a related field required.
• 5+ years of experience in customer service, customer operations, sales support, or a related role.
• Minimum of 2 years of experience in a leadership or progressive management position.
• Intermediate to advanced proficiency with Microsoft Office programs preferred.
• Ability to work on-site and collaborate with cross-functional teams in a fast-paced industrial environment.

Preferred Background

• Previous experience in chemical distribution, chemical manufacturing, or chemical packaging preferred.
• Experience with Chempax, SAP, or other ERP systems used in the chemical or distribution industry preferred.
• Working knowledge of DOT regulations related to hazardous materials (Hazmat) shipping and handling preferred.

Desired Skills and Competencies

• Exceptional oral and written communication skills.
• Strong aptitude for reviewing operational data, managing budgets, tracking performance metrics, and maintaining high accuracy under pressure.
• Proven ability to build effective working relationships across all organizational levels and manage cross-functional teams.
• Flexible, decisive, and comfortable managing multiple shifting deadlines in a high-volume, fast-paced industrial environment.
• Strong customer focus, with the ability to listen, understand expectations, and deliver consistently.
• Commitment to safety, integrity, teamwork, and continuous improvement.