Customer Experience Manager

Job Title: Customer Experience Manager

Location: Apex, NC

Industry: Manufacturing

Employment Type: Direct Hire

Compensation: Up to $120,000

Benefits: Medical, dental, vision, and 401(k)

Addison Group is partnering with a manufacturing organization in Apex, NC to hire a Customer Experience Manager to lead and elevate their Customer Service Operations team. This is a fully onsite, leadership-level role focused on customer satisfaction, team development, and operational excellence within a fast-paced manufacturing environment.

This position will oversee a small but impactful team and serve as the escalation point for customer issues, working closely with sales, operations, logistics, and leadership to ensure a best-in-class customer experience.

Qualifications

• 8+ years of relevant customer service leadership experience
• Experience in manufacturing or similar operational environments
• Proven people management experience
• Strong background in order entry and end-to-end customer service operations
• Demonstrated ability to diffuse and manage customer complaints
• Daily customer interaction experience
• SAP (required)
• Microsoft Excel, Power BI, Microsoft Office Suite
• Bachelor’s degree preferred (equivalent experience considered)

Day-to-Day Responsibilities

• Lead and manage Customer Service operations and staff
• Optimize resources and processes to meet KPIs
• Ensure accurate master data maintenance in SAP
• Oversee vendor scheduling, logistics, and customer service operations
• Manage and optimize inventory levels based on stock targets
• Evaluate and manage 3PL partner performance
• Proactively resolve quality issues tied to production or logistics
• Serve as escalation point for sales and customer issues
• Build and maintain strong customer relationships

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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