Customer Experience & Growth Leader

Job SummaryThe Customer Excellence Manager is responsible for leading the overall customer experience strategyand execution across Store Opening Solutions (SOS). This role serves as the primary bridge betweencustomers, operations, transportation, inventory control, and support functions to ensure extraordinaryservice execution, proactive communication, operational alignment, and long-term customer growth.The position is accountable for customer satisfaction, service performance, issue resolution, onboardingexecution, KPI management, and developing a high-performing customer service organization thatsupports SOS’s operational and strategic goals. The Customer Excellence Manager will drive a culturefocused on responsiveness, accountability, continuous improvement, and partnership.Essential Job FunctionsServe as the primary operational relationship leader for assigned customers and strategicaccounts.Build strong partnerships with customers through proactive communication, responsiveness, andoperational collaboration.Conduct regular customer business reviews to discuss performance, opportunities, risks, andcontinuous improvement initiatives.Ensure customer expectations, service requirements, and contractual obligations are clearlyunderstood and executed.Support customer retention and growth initiatives through exceptional service execution.Develop and implement a Customer Excellence strategy aligned with SOS company goals andcustomer expectations.Establish standardized communication processes for order status, inventory concerns,transportation updates, and issue escalation.Drive a “customer-first” culture across all facilities and departments.Monitor and improve customer satisfaction metrics and service KPIs.Lead customer onboarding and implementation activities for new business opportunities.Partner closely with Warehouse Operations, Transportation, Inventory Control, and WMS teamsto ensure seamless execution.Coordinate daily operational priorities impacting customer commitments.Ensure customer-specific SOPs, work instructions, and service requirements are maintained andfollowed.Participate in capacity planning, service recovery activities, and operational reviews.Lead root cause analysis and corrective action activities related to customer complaints, servicefailures, inventory discrepancies, or transportation disruptions.Ensure timely resolution and communication of customer concerns.Develop preventative actions to reduce repeat issues and improve execution reliability.Develop and manage customer service dashboards and operational scorecards.Track and report key metrics including:Customer SatisfactionOn-Time PerformanceOrder AccuracyInventory AccuracyResponse TimeClaims/DiscrepanciesService Recovery MetricsSupport Monthly Business Reviews (MBRs) and customer-facing performance reviews.Lead and develop Customer Service Representatives and customer support personnel.Establish clear performance expectations, accountability, and development plans.Drive employee engagement and continuous improvement within the customer excellenceorganization.Support cross-functional collaboration and communication between departments.Identify process improvement opportunities that enhance customer experience,operational efficiency, and scalability.Partner with the Director of Operational Excellence on process standardization andworkflow optimization.Utilize Lean principles and problem-solving methodologies to improve service execution.Secondary Job FunctionsDirectly supervises Customer Service Representatives and/or Customer Support Coordinators.Carries out supervisory responsibilities in accordance with company policies and applicable laws.Responsibilities include interviewing, hiring, onboarding, training, coaching, performancemanagement, disciplinary action, scheduling, and employee development.Responsible for establishing departmental goals, monitoring performance, and drivingaccountability.Promotes a culture of teamwork, customer focus, operational excellence, and continuousimprovement.Serve as a representative of the Company, displaying courtesy, tact, consideration, and discretionin all interactions with other members of the Koch community, customers and with the public.Cross training as required.Perform additional duties and projects as assigned.Working ConditionsFast-paced warehouse, logistics, and office environment.Frequent interaction with customers, operational leadership, and cross-functional departments.Ability to work flexible hours based on operational and customer needs.Occasional travel may be required for customer meetings, site visits, or operational support.Combination of office-based work and warehouse floor presence.Exposure to warehouse environments including varying temperatures, noise levels, and materialhandling equipment.Must be able to manage multiple priorities in a deadline-driven environment.Supervisory ResponsibilitiesDirectly supervises Customer Service Representatives and/or Customer Support Coordinators.Carries out supervisory responsibilities in accordance with company policies and applicable laws.Responsibilities include interviewing, hiring, onboarding, training, coaching, performancemanagement, disciplinary action, scheduling, and employee development.Responsible for establishing departmental goals, monitoring performance, and drivingaccountability.Promotes a culture of teamwork, customer focus, operational excellence, and continuousimprovement.QualificationsRequired Education and ExperienceBachelor’s Degree in Business, Supply Chain, Logistics, Operations, or related field preferred.5+ years of experience in customer service, account management, supply chain, logistics,warehousing, or operations leadership.Experience within a 3PL, retail support, warehousing, logistics, or distribution environmentstrongly preferred.Experience leading teams and managing customer relationships in a fast-paced operationalenvironment.Preferred Education and ExperienceExperience supporting retail store rollouts, fixture distribution, or project-based logistics operationspreferred.Lean Six Sigma certification or continuous improvement experience preferred.Experience with customer implementation/start-up projects preferred.Prior experience managing KPI reporting, scorecards, and operational analytics.Experience with WMS platforms, ERP systems, and transportation management systems (TMS)Essential Knowledge, Skills, and AbilitiesStrong leadership and interpersonal skills.Exceptional communication and relationship-building capabilities.Ability to manage multiple priorities and customers simultaneously.Strong analytical and problem-solving skills.Experience with WMS, ERP, and transportation systems preferred.Advanced proficiency with Microsoft Excel, PowerPoint, and reporting tools.Understanding of KPI development and operational reporting.Ability to influence cross-functional teams and drive accountability.Strong organizational and time management skills.Ability to lead through change and drive operational improvements.Customer-focused mindset with a proactive and solution-oriented approach.Ability to interpret operational data and translate findings into actionable improvements.Strong presentation and business review facilitation skills.Knowledge of warehouse operations, transportation coordination, inventory management, andorder fulfillment processes.Ability to maintain professionalism and composure in high-pressure situations.Physical RequirementsProlonged periods of sitting and working on a computer.Frequent standing and walking through warehouse operations.Ability to occasionally lift and/or move up to 25 pounds.Ability to communicate effectively verbally and in writing.Visual ability to review reports, dashboards, and operational data.Ability to travel between facilities or customer locations as needed.Must be able to safely navigate warehouse environmentsAbout the RoleThis job description is designed to be a guide and is not to be construed as a comprehensive listing of all activities, duties, skills orresponsibilities that are required for this position. Activities, duties, skills or responsibilities may be added or changed at any time, with or withoutnotice.** Koch Companies and its affiliates are Equal Opportunity Employers committed to fostering a diverse, inclusive, and respectful workplace. #J-18808-Ljbffr Koch