Manager, Customer Experience

Justrite Safety Group is a leading provider of industrial safety solutions. We are seeking an experienced Customer Service Leader to manage our customer support team and elevate service quality.

Contribution You Will Bring to This Role

As the leader of the Customer Service team, you will oversee day‑to‑day operations, mentor staff, and drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Responsibilities

• Lead the customer service organization, including staffing, talent management, and performance coaching.
• Provide ongoing feedback to team members on engagement, outreach, qualification processes, and sales strategies.
• Supervise Customer Service Representatives to ensure effective service delivery and drive performance management.
• Manage account relationships for smaller accounts and meet sales performance goals.
• Develop key performance standards, metrics, and standard operating procedures.
• Collaborate with Regional Sales Managers, Business Development, and Marketing to align on customer strategies and new opportunities.
• Understand pricing strategy and provide sales feedback.
• Analyze call handling trends, generate reports, and present metrics to leadership.
• Lead resolution of escalated calls and troubleshoot root causes.
• Participate in continuous improvement initiatives and projects.

Your Skills and Expertise

• Minimum of 3 years in a people‑management role on a customer service team.
• Strong call‑center and team‑building skills.

Additional Qualifications that Could Help You Succeed

• Ability to develop and deploy customer‑service standard work.
• Experience managing metrics‑based CS organizations and enhancing call‑center KPIs.
• Comfort with technology‑driven, fast‑paced environments and data synthesis.
• Strong attention to detail and ability to manage multiple priorities.
• Strong strategic business sense and acumen.
• Negotiation skills and experience building key account relationships.

Compensation

The position offers a competitive base salary and eligibility to participate in the Justrite Sales Incentive Plan, which can significantly enhance total compensation.

Benefits

Justrite provides a comprehensive benefits package, including flexible hours, remote work options, health, dental, vision, and other standard benefits to support career and personal well‑being.

Why Join Justrite Safety Group?

We are committed to excellence and innovation, offering career advancement, a collaborative environment, and the opportunity to make a meaningful impact in safety across industries.

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