Customer Experience Manager - Contact Center Tier 1

The Customer Service Manager - Tier 1 is entrusted with the leadership and oversight of the front-line customer support team, which is responsible for addressing customer inquiries. This role is pivotal in ensuring the timely and expert resolution of cases, providing advanced guidance to Tier 1 CSRs, and fostering continuous improvement focused on leveraging technology to drive customer satisfaction and employee development while adhering to organizational standards. In this role you will: Oversee a wide range of pre-sales and post-sales responsibilities, including pricing and availability inquiries, technical support, quality notifications, and logistics coordination—by leading the Tier 1 CSR team to deliver consistent, high-quality support within the defined business scope. Maintain close collaboration with all departments involved in pre-sales and post-sales processes (import/export, supply chain, master data management) and ensure ongoing communication regarding weekly performance. Implement and optimize Customer Service technology solutions to enhance operational efficiency. Partner with Customer Experience Leadership and related clusters (Sales, Master Data Management, Programs, Supply Chain, Import/Export, Pricing, Automation, CI & Quality, Technical Support, Quotations, Services) to advance future strategies and foster synergy. Develop and monitor performance metrics for team members, ensuring consistent evaluation and feedback to optimize employee development. Ensure that standard operating procedures are established, documented, followed, reviewed, and updated as necessary for all departmental activities. Benchmark existing service levels and drive the development and implementation of improvement initiatives. Enforce company policies and verify that order and return transactions comply with current Terms and Conditions. Stay abreast of advancements in technology relevant to business operations, including computing, e-commerce, and database management. Operate independently to identify and pursue opportunities related to orders and specifications, communicating relevant information internally to maximize results. Promote the sharing of best practices throughout the team. Bachelor's degree from an accredited institution Minimum of seven (7) years of experience in leadership or project management within a business-to-business customer service department. Minimum of seven (7) years of SAP experience. No relocation is offered for this position. All candidates must currently reside within Syracuse, NY OR Highland, IL to be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation. MBA Knowledge of ERP system (SAP and Business Explorer) Must have a high understanding of SAP, IDOCs, MS office applications, Business Intelligence and Business Warehouse. Experience in a manufacturing environment. Thorough knowledge of our various channels to market and familiarity with selling through manufacturer's representative, distribution, and factory direct sales forces.