Customer Experience Manager

Join a family-owned & operated company with 42+ years of stability & growth with industry-leading products that are 100% manufactured in the USA 

Headquarters in Cleveland OH with regional facilities in Houston TX, Atlanta GA, and Reno NV, Hose Master is North America's largest manufacturer of flexible metal hose and metal bellows expansion joints, with over 450,000 square feet of manufacturing space.

Founded in 1982, Hose Master has established itself as the first choice in metal hose and metal expansion joints for industrial markets including power generation, refining and petrochemical, steel, pulp and paper, chemical processing, marine and offshore, liquid terminals, and bulk material handling.

We are passionate about providing customer-driven designs, manufacturing excellence, and superior service. Innovation and application expertise are the cornerstones of our identity and the fuel for our growth.

The Customer Experience Manager serves as the primary leader for associates within an assigned district. This role is responsible for delivering exceptional customer experience while providing active leadership, coaching, and support to District Team Leads. As the central hub for district-level customer relationships, the Customer Service Manager ensures seamless execution of customer priorities and alignment with Hose Master's national sales strategy.

PRIMARY JOB RESPONSIBILITIES

• Leadership and Team Support:
  • Lead, mentor, and coach District Customer Service Leads to ensure a strong performance and consistent execution of service standards across all districts.
  • Conduct regular meetings to align the team goals and objectives.
  • Monitor and evaluate the performance of the team members, conducting performance reviews and setting clear expectations
• Strategic Planning and Execution:
  • Guide District Leads in executing commercial sales strategy within their district while identifying opportunities for growth and development.
  • Collaborate with internal teams to develop tailored solutions and offerings that address the unique needs and challenges of assigned customers.
  • Support the implementation of customer service training events.
• Customer Advocacy:
  • Serve as the voice of the customer within Hose Master, advocating for their needs and preferences to ensure they are met effectively.
  • Assist Team Leads and Outside Sales by facilitating communication to help resolve problems or issues with customer requirements.
  • Ensure customer needs are represented accurately within cross-functional teams.
• Territory Trends and Competitive Assessment:
  • Support the marketing department with input to understand the competitive landscape, end users, and identify potential areas for growth within each district.
  • Stay informed about industry trends, market developments, and competitors' activities within a district.
• Collaboration and Coordination:
  • Coordinate efforts with other District Sales Managers and outside team members to maximize efficiency and effectiveness within their Districts.
  • Represent the company, internally and externally, as assigned.
  • Identify and communicate opportunities for continuous improvement in service and process.
• Monitor and drive improvement in key performance indicators; includes quote turn time, timely and accurate responses, issue resolution, quote and order accuracy, and others as required.

QUALIFICATIONS

Education: Bachelor's degree in Business Administration, Marketing, Engineering or equivalent demonstrated work experience and knowledge.

Experience: Preferred 5 years of experience in account management or sales, with a proven track record of success in providing concierge-level service to clients.

Skills: Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels. Excellent organizational and leadership

abilities, with the capacity to direct and prioritize the work of a team effectively.

Strategic thinker with the ability to develop and execute effective account plans and sales strategies. Proficiency in CRM software and Microsoft Office Suite (Word, Excel, PowerPoint).
 

COMPETENCIES

• Customer Relationship Management
• Communication
• Decision Making
• Strategic Thinking
• Leadership and Team Management
• Problem Solving
• Sales Acumen
• Planning and Organizing
• Values, Trust and Integrity
• Adaptability/Flexibility
• Interpersonal Skills
• Relationship Management and Conflict Resolution
• Team Effectiveness
• Performance Management
• Coaching
• Process Improvement

Hose Master is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.