Customer Experience Manager

Role: Customer Experience Manager

Who We Are

Moran Refreshments is a Tyler based, family owned, breakroom refreshment service company offering traditional vending, office coffee and micro markets for qualifying clients. Moran Refreshments has built its business on superior service and quality products.

At Moran Refreshments, we believe that exceptional customer experiences start with a strong team, a commitment to problem-solving, and a focus on building lasting relationships. We’re dedicated to providing outstanding service with accountability, teamwork, and a client-first mindset at the heart of everything we do.

As we continue to grow, we’re looking for a Customer Experience Manager to take ownership of our customer relationships and ensure every interaction reflects our high standards of service. This role is ideal for someone who is passionate about building customer relationships, digging into the data, team leadership, and working in a fast-growing, dynamic, people-centered environment.

What You’ll Do

Customer Relationships and Client Focus

• Answer all customer phone calls, texts, emails, etc. in a timely manner with service-oriented language and a positive attitude.
• Build and maintain strong relationships with customers, ensuring they receive top-notch service.
• Oversee customer interactions and service operations, ensuring timely responses and resolutions.
• Visit client sites to foster strong relationships and customer loyalty.
• Gather customer feedback and provide insights to leadership to continuously improve our service.
• Monitor service requests, schedules, and tech support needs to keep operations running seamlessly.

Team Supervision, Leadership, and Collaboration

• Provide direct leadership to a team of customer experience associates by scheduling daily assignments, providing ongoing training/feedback, conducting annual reviews/disciplinary actions, hosting quarterly meetings, etc. with the goal of providing a best-in-class client experience.
• Serve as a key liaison between customers and internal teams, ensuring smooth collaboration and clear expectations.
• Act as a mentor and role model, reinforcing company values and promoting a positive, team-oriented work environment.
• Work to provide overarching leadership to indirect reports such as route drivers, service technicians, and warehouse staff in order to provide operational excellence and best-in-class service in the field.

Data Analytics and Product Mix

• Run sales reports to ensure proper service cadence for all customer accounts.
• Analyze data, create spreadsheets, and build reports to help make business decisions.
• Use data to identify and implement process improvements to enhance efficiency and customer satisfaction
• Run product sales reports to ensure appropriate par levels/product mix for clients.

Scheduling

• Manage daily route schedule to ensure proper service cadence for all customers and appropriate workload for drivers.

Projects and Initiatives

• Participate in company initiatives/projects to ensure company success.
• Build out the customer service department and implement scalable business processes that allow us to systematically take excellent care of our customers.
• Utilize new technology, AI, etc. to grow the company in new innovative ways.

What We’re Looking For

• A decisive, action-oriented, customer-obsessed leader that can scale our customer service department for growth and success.
• History of success in customer service, service management, account management, department management or related role, with leadership responsibilities.
• Exceptional people skills and the ability to build relationships with a wide variety of individuals across multiple platforms.
• A natural problem-solver who enjoys working through challenges with a positive, solution-focused mindset.
• Effective leadership skills with the ability to coach, motivate, and hold a team accountable.
• Exceptional communication skills – written and verbal.
• Organized and detail-oriented, with the ability to juggle multiple tasks and priorities.
• Experience working cross-functionally with teams to improve service operations.
• Highly skilled with Microsoft Excel and/or other data management tools.
• Experience with programs like QuickBooks, NetSuite or Salesforce is a plus.
• A valid driver’s license and clean driving record.

What We Offer

• Competitive salary: $55,000–$70,000
• 401(k) matching
• Paid time off & holiday pay
• Subsidized refreshments

Work Schedule

• Full-time
• Monday-Friday
• 7am-4pm
• In-person role

If you’re passionate about creating exceptional customer experiences and want to be part of a company that values teamwork, accountability, and continuous improvement, we’d love to hear from you!

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Employee discount
• Paid time off

Shift:

• 8 hour shift
• Morning shift

Work Location: In person

Salary : $55,000 - $70,000