JobTarget Logo

Customer Experience Manager in Westfield, Indiana at Standard Locknut LLC

New
Standard Locknut LLC
Westfield, Indiana, 46074, United States
Posted on
New job! Apply early to increase your chances of getting hired.

Explore Related Opportunities

Customer Service Representatives jobs near me in IndianaJobs near me in IndianaCustomer Service Representatives jobs

Job Description

Job Title: Customer Experience Manager(CXM) (B2B, Omni-Channel)

Location: Westfield, IN
Reports To: VP of Sales and Marketing

Position Summary

The Customer Experience Manager (CXM) is responsible for owning and continuously improving the end-to-end customer experience across all SLN sales channels: Distribution, OEMs, Manufacturers, and HMS (Heavy Movable Structures). This is a highly visible, leadership role that blends traditional customer service excellence with digital, E-commerce, EDI, and AI-enabled customer engagement strategies.

This role leads SLN’s Customer Service and Quoting Teams, ensuring fast, accurate, and proactive support while driving measurable improvements in responsiveness, satisfaction, retention, and ease of doing business. The CXM will establish and manage performance metrics, customer feedback systems, and process improvements that directly support SLN’s growth strategy.

Key Responsibilities

1. Omni-Channel Customer Experience Leadership

  • Own the complete customer journey across all interaction points:
  • Phone, email, E-commerce portals, EDI, and digital self-service tools.
  • Ensure a consistent, high-quality experience regardless of channel or customer type.
  • Partner with Sales, Marketing, Operations, and IT to eliminate friction in ordering, quoting, and fulfillment processes.
  • Act as internal advocate for the “voice of the customer” across the organization.

    • 2. Team Leadership: Customer Service & Quoting

  • Lead, coach, and develop Customer Service Representatives and Quoting Specialists.
  • Establish clear performance expectations, workflows, and escalation paths.
  • Support our POWER (Positive, Open, Winning, Energetic, Resilient) Culture by leading the team to:
  • Accountability
  • Responsiveness
  • Continuous improvement
  • Customer advocacy
  • Drive cross-training to improve coverage, flexibility, and career development.

    • 3. KPI Management & Operational Excellence

  • Define, track, and improve customer experience KPIs, including but not limited to:
  • Quote response time
  • First-contact resolution
  • Case resolution time
  • On-time order entry accuracy
  • Customer satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • Build dashboards and reporting cadence for leadership visibility.
  • Use data to identify bottlenecks, root causes, and improvement opportunities.
  • Lead continuous improvement initiatives using Lean / process-mapping methodologies where appropriate.

    • 4. Customer Feedback & Satisfaction Programs

  • Implement and manage customer feedback tools and surveys.
  • Analyze feedback trends by channel, customer segment, and product line.
  • Translate customer insights into actionable process and system improvements.

    • 5. Digital, E-commerce, EDI & AI Enablement

  • Own customer-facing digital capabilities, including:
  • E-commerce platforms
  • EDI integrations
  • Customer portals and self-service tools
  • Partner with IT and Digital Transformation teams on:
  • Automation of order processing and quoting
  • AI-assisted customer support tools
  • Predictive service and proactive customer outreach
  • Evaluate and pilot AI solutions that improve:
  • Speed
  • Accuracy
  • Personalization
  • Scalability of customer support

    • 6. Cross-Functional Collaboration

  • Work closely with:
  • Sales (field and inside)
  • Marketing
  • Operations & Supply Chain
  • Support new product launches with customer-facing readiness plans.
  • Participate in acquisition integration efforts related to customer experience and service processes.

    • Qualifications

  • Required
  • 5+ years of experience in B2B customer service, customer experience, or commercial operations leadership.
  • 3+ years proven experience managing and developing frontline service and quoting teams.
  • Strong understanding of B2B sales channels, preferably in:
  • Manufacturing
  • Industrial distribution
  • Power transmission or mechanical components
  • Experience with E-commerce platforms and EDI in a B2B environment.
  • Strong KPI orientation with demonstrated success improving service metrics.
  • Excellent communication, leadership, and change-management skills.
  • High sense of urgency and bias toward action.

    • Preferred

  • Experience in manufacturing or industrial distribution environments.
  • Exposure to ERP systems (Acumatica experience a plus).
  • Experience implementing digital or AI-driven service tools.
  • Lean, Six Sigma, or process improvement training.

    • Leadership Competencies

  • Customer-First Mindset: Deep commitment to making SLN easy and reliable to do business with.
  • Operational Rigor: Strong discipline around metrics, accountability, and follow-through.
  • Change Leadership: Comfortable driving new processes, tools, and behaviors.
  • Team Builder: Invested in talent development and succession planning.
  • Strategic Thinker: Connects customer experience improvements to revenue growth and retention.

    • Job Location

    Westfield, Indiana, 46074, United States

    Frequently asked questions about this position

    Similar Jobs In Westfield, Indiana

    Work From Home - Part-Time Benefits Services Representative

    AO Garcia Agency
    Indianapolis, Indiana

    Work From Home - Part-Time Client Services Representative

    Global Elite Texas
    Greenwood, Indiana

    Front Counter Crew

    Sunrise Dairy Queen Group
    Trafalgar, Indiana
    New

    Work From Home - Insurance Representative

    Global Elite Texas
    Carmel, Indiana
    New

    Team Member

    Rachel Deyoung
    Lafayette, Indiana

    Apply NowYour application goes straight to the hiring team