Customer Experience Manager Job at MSA BOURGOGNE (Lithonia)

Customer Experience Manager

MSA BOURGOGNE

Location:
United States , Lithonia

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As an innovation leader, we look for ambitious, forward-thinking, open-minded, and well-rounded individuals to join our global team. We are looking for a Customer Experience Manager who will oversee the day-to-day operations of the Customer Operations Team in Lithonia, GA. The role will ensure that customers receive the best experience possible through direct account management and coordinating with other functions as required. Primary responsibilities include improving, stabilizing and enhancing customer relationships, working cross functionally to ensure objectives are met, working with Gates Affiliates globally, and leading and developing the team.

Job Responsibility:

Managing a team of Account Managers responsible for multiple account types and product lines
Supporting Strategic Account Managers by coaching and mentoring to ensure consistent processes are followed and best practices are implemented in meeting customer experience requirements and satisfaction
Tracking and analyzing of key performance metrics in order to measure performance and progress
Conducting data analysis and data mining to support needs of overall group
Coordinating cross functionally with Sales and Operations to ensure that customer and production requirements are met on time
Diffuse tension and act as escalation point for customer or employee related issues
Motivate people & effectively build solid relationships with customers
Drive alignment of business/organizational goals to the associate level
Assist daily operations as needed
Other task or duties as assigned

Requirements:

Minimum 5 years of experience working in customer experience/support or account management role
preferably in a leadership or project management role
Bachelor's degree preferred but not required
Proficient in Microsoft Excel and comfortable in accessing and managing multiple systems
Experience with creating and interpreting reports, data, statistics
Minimal travel required
Demonstrated leadership experience
Customer centric focus
Decision making ability that results in growth, profitability & positive customer experiences
Ability to motivate people & interpersonal relationship skills that build strong customer relationships & maintain a positive team morale
Metrics driven approach
Requires the ability to plan, organize, schedule, prioritize, and negotiate options to create best solutions to meet and exceed customer and client's expectations including researching of alternatives
Action taking attitude
Must be legally authorized to work in the United States without company sponsorship
Excited to work in the office with great teammates!

What we offer:

Medical, Dental, Vision insurance and other voluntary benefit options: benefits begin on the first day of the month immediately following your date of hire
Eligible for 3 weeks of paid vacation + 11 holidays (9 scheduled & 2 floating) + 8 sick days. All vacation days are accrued
401(k): 3% company contribution and additional 3% company match
Tuition Reimbursement

Additional Information:

Job Posted:
March 22, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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