Head of Client Experience

Join Merola Tile , a leader in the ceramic tile industry. We are seeking a dynamic and self-motivated Customer Service & Experience Manager to lead and elevate our customer service teams across both coasts. This leader will inspire excellence through initiative, integrity, and accountability — building a high-performing team that delivers exceptional results. The ideal candidate will take ownership of optimizing our customer service operations, enhancing processes, and developing people to deliver a world-class customer experience . The Customer Experience Manager serves as both a hands-on contributor and a strategic leader who leads, inspires, and elevates the Customer Service Department by driving process excellence, ensuring timely and accurate resolution of all customer matters, and developing a high-performing, engaged team. Operational Management
Oversee and assist in all daily Customer Service operations for both New Jersey and California facilities, ensuring consistent execution of company standards and policies.
Ensure adherence to requirements, shipping policies, and all relevant operational guidelines.
Manage and monitor EDI, ERP, WMS, and partner portal systems to ensure accuracy and timeliness of all orders and communications.
Process Improvement & Issue Resolution
Lead the development and implementation of new workflows and best practices that enhance productivity, accuracy, and customer satisfaction.
Establish and track key performance indicators (KPIs) to monitor departmental effectiveness and proactively address performance gaps.
Drive root-cause analysis and corrective action for recurring issues to ensure long-term resolution.
Partner with leadership to recommend, pilot, and execute process improvement initiatives that align with companywide strategic objectives.

Customer & Partner Engagement
Handle escalated customer matters with professionalism, urgency, and empathy—ensuring thorough resolution and follow-up.
Serve as the escalation point for the Customer Service team, guiding them in effective communication and solution-oriented problem-solving.
Build and maintain strong relationships with key customers, trading partners, and internal stakeholders.
Champion a customer-first mindset across the team, reinforcing responsiveness, accuracy, and accountability.

Lead, mentor, and develop the Customer Service team across both facilities, cultivating a unified, high-performance culture.
Conduct regular one-on-one meetings, team check-ins, and performance evaluations to drive accountability and engagement.
Identify skill gaps and design targeted training and coaching initiatives to upskill the team rapidly and sustainably.
Regularly stand/sit for extended periods, operate office equipment, perform light-moderate lifting, lift/move up to 35 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Bachelor’s degree preferred.
Minimum 5 years of experience in Customer Service or related field, with at least 2 years in a leadership capacity.
Strong proficiency in Microsoft Office (Word, Excel) and familiarity with ERP, WMS, and EDI systems.
Proven success in process improvement, team development, and customer satisfaction.
Experience with a CRM system and implementation
Positive, motivating leadership style with high emotional intelligence.
Experience in the tile, stone, flooring, or related materials industry, preferred

Leadership -- Includes staff in planning, decision-making, facilitating and process improvement; Provides regular performance feedback; Solicits and applies customer feedback; Fosters quality focus in others; Supports and explains reasoning for decisions; Supports and explains reasoning for decisions; Accountability -- Take ownership and accept responsibility of actions, Set the bar high and acknowledge all levels of performance from self and others, Document lessons and commit to fair and consistent correctio of sub-standard work performance
Change Management —Develops workable implementation plans; Prepares and supports those affected by change; Dependability-- Follows instructions, responds to management direction; Medical, Vision, and Dental Insurance
~9 Annual Paid Holidays (including New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas)
~ Employer-Paid Life Insurance
~ Performance Reviews after 90 days and annually
~ Quarterly Company Goals — opportunity to earn up to 4 weeks of additional bonus pay annually
~ Employee Assistance Program (EAP)
~ Employee Referral Bonus Program
~ Fresh Fruit, Coffee, Hot Chocolate, and Tea provided daily
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