Justification :
To strengthen our customer focus and elevate our service standards, George Utz will transition the Inside Sales Team into a true Customer Experience Department. This group handles quotes, order entry, and sales reporting — all vital touchpoints in the customer journey. The Customer Experience Manager will provide structure, leadership, and process discipline to ensure accuracy, responsiveness, and alignment with Sales and Operations. Initially overseeing three Inside Sales Representatives, this role will build a customer-first culture that enhances satisfaction and efficiency.
Description :
The Customer Experience Manager (CEM) leads the Inside Sales Team in delivering timely, accurate, and professional support to customers and internal stakeholders. The role oversees quotations, order processing, reporting, and communication between Sales, Operations, and Finance. The CEM will implement clear processes, performance metrics, and training to improve service quality and operational flow. This position combines leadership, process management, and data-driven improvement to ensure every customer interaction reflects the reliability and professionalism of George Utz.
Responsibilities :
- Oversee and coach the Inside Sales Team, ensuring high levels of engagement, accountability, and performance.
- Foster a customer-first culture rooted in responsiveness, collaboration, and professionalism.
- Develop training plans and growth opportunities for team members.
- Ensure prompt and accurate response to customer inquiries, quotations, and order processing.
- Manage escalations and resolve issues effectively to maintain customer satisfaction.
- Partner with Sales Managers and Account Managers to ensure consistent communication with key accounts.
- Evaluate and streamline quoting and order-entry processes to improve accuracy and turnaround times.
- Introduce standardized templates, workflows, and checklists to ensure consistency.
- Implement continuous improvement initiatives for customer interaction quality and efficiency.
- Curate and maintain key sales performance indicators (KPIs) and reports / dashboards.
- Track metrics such as quote response time, order accuracy, and customer satisfaction.
- Provide regular insights to leadership on performance trends and improvement areas.
- Serve as a liaison between Sales, Operations, Finance, and Production to ensure smooth order flow.
- Support the Sales Leadership Team in strategic projects, customer communications, and performance reviews.
- Coordinate with Marketing to align messaging, tone, and service standards.
- Oversee CRM and ERP data accuracy, ensuring clean and reliable information for reporting.
- Recommend and implement digital tools that enhance customer visibility and team efficiency.
Qualifications :
Bachelor’s degree in business, Communications, or a related field.5+ yrs. of experience in customer service, inside sales, or sales operations (manufacturing environment preferred).Strong leadership and coaching abilities with a focus on people’s development.Excellent communication and problem-solving skills.Analytical mindset with proficiency in CRM and ERP systems.Proven ability to drive process improvement and manage performance through metrics.