Customer Excellence Manager

SUMMARY

The Customer Excellence Manager is the voice of the customer within the Distribution Center and is responsible for ensuring warehouse and delivery execution consistently meets KSI standards for service, quality, accuracy, and responsiveness. Reporting to the General Manager, the Customer Excellence Manager works across warehouse, transportation, sales, and customer-facing teams to identify and resolve operational issues that affect the customer experience.

The role owns the facility response to Overage/Shortage/Damage (OSD) issues, product quality concerns, returns and redeliveries, while providing direct oversight of key quality-control processes including the Green Sticker Inspection Program and overnight truck-loading quality. The Customer Excellence Manager also spends time in the market/field with customers and sales representatives to understand customer concerns firsthand and bring actionable feedback back to the General Manager and operating team. At its core, the role exists to catch problems early, fix them fast, find the root cause, and keep them from happening again.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• This role does require up to 20% of travel – primarily customer/market visits

• The CEM works directly for the General Manager and serves as the connection between the customer and facility operations.

• The CEM does not replace warehouse, transportation, sales, or customer-service ownership. The role provides independent customer-focused visibility and accountability when execution affects the customer.

Customer Service Recovery & Overage, Shortage and Damage (OSD)

• Serve as the primary operational owner for OSD issues originating from or involving the assigned Distribution Center and supported Shipping Centers.

• Proactively contact customers when shortages, damages, incorrect parts, missed deliveries, or other service failures are identified.

• Ensure customer issues receive timely follow-up, clear communication, and documented resolution.

• Track shorted, Can't Find (CNF), damaged, mis-picked, and redelivery orders and work with the appropriate operational leader to determine root cause.

• Coordinate redeliveries and service recovery with warehouse and transportation teams.

• Identify repeat customer or operational issues, ensure corrective actions are assigned and completed, and escalate significant or recurring failures to the General Manager.

Quality Control & Green Sticker Program

• Own execution and compliance of the facility's Green Sticker Inspection Program.

• Ensure designated parts are physically inspected for condition and quality before leaving the facility.

• Provide regular reporting to the General Manager highlighting what happened, why it happened, what corrective action was taken, and whether the issue has been permanently resolved.

QUALIFICATIONS & KEY COMPETENCIES

• 1+ year(s) experience in distribution, warehouse operations, transportation, customer service, or a related operational environment. With a strong understanding of warehouse and delivery processes, including inbound, outbound, returns, and transportation.

• Preferred: Experience analyzing returns, damages, OSD, delivery, or inventory-accuracy trends.

• Preferred: Experience with warehouse management systems and operational reporting.

• Preferred: Continuous-improvement, Lean, or structured problem-solving experience.

• Preferred: Experience working directly with commercial customers in a distribution environment.

• Ability and willingness to spend time on the warehouse floor, loading dock, with Route Representatives, and in the field with customers.

• Demonstrated ability to investigate problems, perform root-cause analysis, and drive corrective action.

• Ability to travel locally and regionally as required.

• Strong working skills and knowledge of MS Excel, Word and other M365 apps

• Comfortable using operational KPIs, reporting tools, and data to identify trends and performance gaps.

• Ability to work effectively across Operations, Logistics, Sales, and Customer Service.

• Proactive approach with high standards, sound judgment, and strong attention to detail

• Strong communication, interpersonal, organizational, and multi-tasking skills

• Ability to work in a fast-paced environment and adapt quickly to changing business and environmental conditions

KEY COMPETENCIES

• Customer Focus

• Professionalism

• Accountability

• Reliability

• Safety Awareness

• Communication

• Integrity

PHYSICAL DEMANDS & WORK ENVIRONMENT

While performing the duties of this job, the employee is required to constantly use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.

• Ability to lift/pull/move up to 25 pounds, occasionally

• Ability to stand, walk, bend, kneel, and enter/exit vehicles frequently throughout the workday

• Ability to conduct general office work, performed in an office or hybrid/remote setting, requiring prolonged periods of sitting and frequent use of standard office equipment

• Ability to communicate effectively in person, by phone, and via electronic communication

• Vision requirements include close vision, distance vision, and the ability to adjust focus

• The noise level in the work environment is usually moderate.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.