Customer Experience Manager

Job Description

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 . This is a hands-on leadership role for someone who thrives on improvement, drives collaboration, and brings out the best in every team member.

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. This role demands a leader who can both execute and empower — someone with strong analytical thinking, a passion for improvement, and exceptional people skills to transform a team in need of upskilling and alignment.

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.
• Delegate tasks strategically while maintaining full accountability for departmental outcomes.
• 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.
• Collaborate cross-functionally with Warehouse Leadership, Accounting, Sales, Product, and other stakeholders to ensure smooth operational flow and prompt issue resolution.

Process Improvement & Issue Resolution

Customer & Partner Engagement

Leadership & People Development

Physical Requirements :

Regularly stand / sit for extended periods, operate office equipment, perform light-moderate lifting, lift / move up to 35 lbs. occasionally, bend, twist, and maintain posture. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Qualifications and Education Requirements

REQUIRED SKILLS

Competencies

Leadership Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback; Fosters quality focus in others; Improves processes, products and services;

Business Acumen Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Judgment Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision- making process; Makes timely decisions. Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely 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; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results

Dependability Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Cost Consciousness Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

Additional Notes : Must be authorized to work in the United States.

Benefits :