Customer Experience & Order Quality Manager

Job Description

Job Description

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

Root-Cause Analysis & Process Improvement

Team Development & Performance

Operational Alignment

What Success Looks Like