Customer Experience Manager

Job Description

Job Description

Customer Experience Manager
PIP Marketing, Signs & Print – Peoria, IL | Full-time, on-site |Remote Work Not an Option

We're a 30-person print and sign company that's been in Peoria since 1978. We're hiring someone to run our customer experience team: two customer service reps and two sales assistants. If you've managed a small office or a small team and know how to get good work out of people, we want to talk to you.

You don't need print experience. We'll teach you the industry. We can't teach you how to lead.

What the job is

You'll manage the four people who handle the day-to-day for our customers: quoting, taking orders, answering questions, keeping jobs moving through production, and fixing problems before the customer knows there was one. That same team is the support behind our five outside sales reps. When a rep lands a job, your people quote it, enter it, track it, and follow up with the customer so the rep can get back out selling. Your team is also taking over the smaller accounts the reps have been carrying, so those customers get regular attention.

You'll own how all of that works: who does what, how a job gets handed from sales to your team to production, how fast a rep can expect a quote back, and what "done right" looks like.

Day to day you'll:

• Run the team. Set expectations, coach, hold people accountable, and step in when something's off.
• Keep customers taken care of. Calls and emails get answered fast. Jobs go out right and on time.
• Back up the sales reps. Make sure your team turns quotes, orders, and customer questions around quickly so the reps aren't stuck doing paperwork.
• Fix the process, not just the problem. When the same mistake shows up twice, figure out why and change how we do it.
• Watch the numbers. Response time, errors, reprints, retention. We run on EOS, so you'll have a scorecard and a seat at a weekly meeting.
• Keep sales and production talking. Your team sits between them.

Who we're looking for

• You've managed people. A small office, a branch, a department, a crew of three to ten. You've hired, trained, had the hard conversations, and gotten a team to perform.
• You're organized and you follow through.
• You're good with customers, including the unhappy ones.
• You can look at how work gets done and see where it breaks.
• You're comfortable with software. We use Salesforce, a production management system, and Microsoft 365. You'll learn ours.
• Print, sign, direct mail, or manufacturing experience is a plus, not a requirement

About us

We do print, signs, vehicle wraps, direct mail, and online ordering portals for businesses across central Illinois and a few well beyond it. Family-owned, locally run, and we still answer the phone. Learn more at go2pip.com.

How to apply

Send a resume and a few sentences on the biggest team you've managed and what you did to make it better. That second part matters more to us than the resume.