Manager of Customer Experience

Schaumburg, IL 60168

Employment Type: Permanent Job Category: Customer Service Job Number: 51190291 Compensation: $65000-85000 / year

Job Description

Manager of Customer Experience 
Salary: $85,000–$90,000
Location: Schaumburg, IL 60173

We are partnering with a growing client that is expanding their team and adding headcount for the new year. Due to an internal promotion, they are seeking a Manager of Customer Experience  to step into a critical leadership role overseeing call center operations, order entry, and customer-facing support functions. This role is ideal for a strong people leader who thrives in a fast-paced manufacturing environment and enjoys driving operational excellence that directly impacts customer satisfaction and sales performance.

Key Responsibilities:

  • Lead, coach, and develop a team responsible for call center operations and order entry, ensuring high performance and accountability.
  • Oversee daily call center activities, including staffing, scheduling, call flow, service levels, and escalation management.
  • Establish and track KPIs related to customer service, order accuracy, turnaround time, and team performance.
  • Manage all order entry and sales support activities, ensuring accuracy, timeliness, and compliance with internal processes.
  • Partner closely with Sales, Operations, and other cross-functional teams to support pricing, quotes, order validation, and customer issue resolution.
  • Identify process gaps and inefficiencies, and lead continuous improvement initiatives across customer support and order management functions.
Qualifications:

  • Bachelor’s degree in Business, Management, Communications, or a related field.
  • 3–5+ years of leadership experience in sales support, call center management, or customer service within a manufacturing environment (required).
  • Strong working knowledge of order entry processes, customer service operations, and CRM/ERP systems.
  • Proven ability to lead teams, manage competing priorities, and drive measurable performance improvements.
Why Work Here:

This is a stable, well-established organization with an employee-first culture that values leadership, collaboration, and internal growth. The company promotes from within and empowers leaders to make meaningful improvements. This role offers the opportunity to be a true change agent—someone who can influence processes, elevate team performance, and have a direct impact on customer experience and revenue generation.

Meet Your Recruiter

Naeomi Cervantes

Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. 

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About Schaumburg, IL

Explore exciting job opportunities in and around Schaumburg, Illinois today! Nestled in the vibrant state of Illinois, Schaumburg offers a perfect blend of city convenience and suburban charm. This thriving area boasts a dynamic business scene with a plethora of companies across various industries, including technology, healthcare, and finance. With easy access to attractions like Woodfield Mall, boasting over 300 stores, the renowned LEGOLAND Discovery Center, and world-class dining options such as Chicago Prime Steakhouse, there's never a dull moment in Schaumburg. Don't miss out on the chance to be part of this bustling community and take your career to new heights in Schaumburg! Start your job search now.