Customer Experience Manager

Job Description

Job Description

At AGC Chemicals Americas , we’re not just delivering products—we’re delivering trust, innovation, and exceptional service. The Customer Experience Manager will lead our customer service team and elevate the customer journey across our manufacturing and distribution operations by providing exceptional service, support, and solutions to the company’s broad and complex customer account base. This critical position will manage and provide leadership to the customer service organization by building and maintaining a strong, world-class team and ensuring the day-to-day operations are performed efficiently and profitably to drive the best customer experience possible. The customer service leader will drive continuous improvement, accountability and have a strong desire to influence change. This role must maintain a close working relationship with key internal stakeholders while providing critical support to the commercial sales team.

Essential Functions :

• Establishes a clear customer experience mission and implements strategies aligned with organizational goals.
• Develops and enforces standardized procedures to ensure timely, accurate order processing in compliance with commercial and supply chain protocols.
• Champions a “perfect order” culture by continuously evaluating, enhancing, and automating service processes.
• Oversees company-wide on-time delivery performance by tracking late orders, analyzing root causes, and driving corrective actions.
• Collaborates closely with Sales and Marketing to share Voice of Customer (VOC) insights and improve internal customer touchpoints.
• Defines, tracks, and reports on customer service KPIs that align with broader company objectives and performance metrics.
• Owns customer issue resolution, ensuring timely and effective outcomes.
• Analyzes service data and generates accurate, actionable reports to inform decision-making.
• Mentors and develops customer service team members, fostering a culture of empowerment, accountability, and continuous improvement.
• Monitors industry trends and integrates best practices to enhance service delivery and operational efficiency.
• Manages departmental budget and ensures adherence to cost targets.
• Administers Trade Agreement pricing updates within the ERP system.
• Maintains the integrity of the customer database and ensures timely execution of customer communications.
• Designs, distributes, and analyzes the annual customer experience survey to inform strategic improvements.
• Performs additional duties and leads special projects as assigned.

Job Requirements :

AGC Chemicals Americas, Inc. is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, or any other characteristic protected by applicable law.

This policy applies to all aspects of employment such as hiring, recruiting, and promotion. Hiring decisions are based solely on merit, qualifications, and business needs.

Please note : This position does not support immigration sponsorship.