Customer Experience Manager - Spokane
About The Position
The Customer Experience Manager (CEM) is responsible for leading the day-to-day operational performance of the Spokane, WA branch while providing oversight and leadership support to the Billings, MT branch. This role ensures operational excellence across customer service, warehouse operations, and branch processes while delivering an exceptional and consistent experience for Stellar customers. The CEM provides leadership, coaching, and direction to branch teams, fostering a culture of accountability, collaboration, and continuous improvement. This role partners closely with sales, supply chain, and corporate teams to ensure strong operational execution that supports revenue growth, service reliability, and customer satisfaction. Success in this role requires strong leadership, operational discipline, and the ability to balance people development, customer experience, and operational performance.
Requirements
- High School Diploma or equivalent required.
- Experience leading or supervising teams in a customer service, distribution, or operational environment.
- Strong leadership and team development abilities
- Excellent interpersonal and communication skills
- Strong organizational and operational management skills
- Analytical mindset with the ability to interpret operational metrics
- Proactive problem-solving and decision-making ability
- Financial and business awareness
- Ability to thrive in a fast-paced and dynamic environment
- Proficiency with Microsoft Office and business systems
Nice To Haves
- Additional education in business, operations, or supply chain is preferred.
- Experience within industrial distribution or related industries is strongly preferred.
- Multi-site leadership experience is a plus.
- Proficiency with ERP systems, especially Prophet 21 preferred
Responsibilities
- Branch Leadership & Operations Lead the daily operations of the Spokane branch while supporting operational performance at the Billings branch.
- Supervise Customer Service and Warehouse team members, ensuring alignment with company goals and service standards.
- Foster a culture of teamwork, accountability, and continuous improvement within the branch teams.
- Ensure all branch operations are executed safely, efficiently, and in alignment with company procedures.
- Maintain a clean, organized, and professional branch environment including office, warehouse, and showroom areas.
- Team Development Recruit, hire, train, and develop Customer Service and Warehouse staff in partnership with Human Resources.
- Provide coaching, mentoring, and performance feedback to team members.
- Conduct performance reviews and establish clear development goals for employees.
- Promote employee engagement, accountability, and professional growth.
- Customer Experience & Collaboration Ensure consistent delivery of prompt, professional, and solution-oriented service to internal and external customers.
- Partner closely with the Commercial team to support customer relationships and ensure seamless operational execution.
- Participate in customer meetings, sales planning discussions, and strategic reviews when needed.
- Strengthen communication and collaboration between branch teams and other departments across the organization.
- Operational Metrics & Reporting Monitor branch performance using company KPIs and operational dashboards.
- Track and report on metrics such as service levels, order accuracy, productivity, and branch performance.
- Communicate performance results and operational goals to branch teams.
- Identify opportunities to improve operational efficiency and customer experience.
- Inventory & Supply Coordination Ensure the integrity and accuracy of branch inventory through proper processes and controls.
- Coordinate with Product Management and Supply Chain teams regarding inventory levels, demand changes, and stocking strategies.
- Support inventory planning that enables strong service levels while maintaining operational efficiency.
- Supplier & Community Engagement Maintain effective working relationships with supplier representatives and partners.
- Stay informed on product updates, supplier programs, and promotional opportunities.
- Develop familiarity with the local market, industries, customers, and competitive landscape in the region
- Direct supervision of Customer Service and Warehouse employees.
- Schedule and assign work to ensure efficient branch operations.
- Conduct employee performance evaluations and disciplinary discussions when necessary.
- Provide training, mentoring, and development support.
- Participate in recruiting, interviewing, and hiring employees.
- Provide compensation and promotion recommendations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
