Manager Customer Experience

The Woodlands, Texas (US-TX) United States (US) 

Nexeo Plastics is a leading global thermoplastic resins distributor, representing quality products from world-class suppliers, and serving a diverse customer base across North America, Latin America, Europe, Middle East, Africa, and Asia.  From material selection to supply chain and inventory solutions, we go beyond traditional logistics to provide value-added services across many industries, including automotive, healthcare, packaging, wire and cable, 3D printing and more.  Our people, our passion, our global reach, and our technology platform allow us to create unique ways to reduce complexity in your business, identify efficiencies, and unlock value for suppliers and customers.  Nexeo Plastics facilities are ISO 9001 certified. We diligently observe a commitment to quality in all of our practices and adhere to a defined quality policy.

The Customer Experience Manager serves as a trusted partner to the Senior Manager Customer Experience Manager by proactively communicating risks, opportunities, employee concerns, and operational challenges, while contributing to strategic initiatives that support business growth and customer satisfaction. Through coaching, mentoring, recognition, and development, the manager is expected to cultivate a high-performing team focused on customer excellence, proactive problem-solving, and next-issue avoidance. Additionally, the role requires building strong cross-functional relationships, driving collaboration, and reinforcing company values and expectations. By inspiring others, promoting employee growth, and maintaining a culture rooted in our mission, "Dedicated to Service, Committed to Solutions," the Customer Experience Manager plays a critical role in advancing both team success and organizational performance objectives.

Position Responsibilities

The Customer Experience Manager is expected to lead by example, consistently demonstrating integrity, professionalism, accountability, and a customer-first mindset in every interaction and decision. This role is responsible for fostering a culture of excellence by supporting, developing, and empowering Customer Experience Specialists to achieve individual, team, and organizational goals. As a key leader within the organization, the Customer Experience Manager promotes ownership, accountability, and continuous improvement while creating an environment where employees feel valued, engaged, and motivated to perform at their highest level.

• Serve as the primary escalation point for customer service issues, ensuring timely resolution and customer satisfaction.
• Escalate product delays, supplier stock-outs, and service failures that may impact on-time delivery.
• Review customer escalations, identify root causes, and implement corrective actions to prevent recurrence.
• Partner with Sales, Credit, Operations, Order Management, and other cross-functional teams to resolve issues and enhance customer experience.
• Ensure customer-facing issues are addressed professionally, proactively, and in alignment with company expectations.

NCAR Management & Quality Assurance

• Review and approve NCARs, including credits, debits, and returns.
• Ensure NCAR accuracy, appropriate documentation, required approvals (PLM/RSD), and proper financial disposition.
• Validate credit and debit amounts and confirm applicable charges are passed through to customers when appropriate.
• Monitor NCAR aging and workflow progress, ensuring timely closure within established service expectations.
• Analyze NCAR trends and service failures to identify root causes and drive corrective and preventive actions.
• Provide real-time coaching and feedback regarding NCAR quality, accuracy, and process adherence.

Operational Oversight

• Approve expedite requests and ensure applicable fees are assessed appropriately.
• Identify, escalate, and collaborate with the appropriate internal partners to resolve transportation, operational and material challenges, driving timely solutions that support customer satisfaction, business continuity, and operational performance.
• Conduct spot audits of the Sales Order Management Report (SOMR) and coach team members on order management best practices.
• Oversee month-end billing activities to ensure timely completion and accuracy.
• Review the ZDOG report and maintain accurate customer experience partner in SAP.
• Validate team backup plans and business continuity processes to ensure uninterrupted customer support

Team Leadership & Performance Management

• Lead, motivate, and develop team members to achieve departmental goals, KPIs, and incentive program objectives.
• Conduct regular one-on-one meetings focused on performance, accountability, development, and career growth.
• Review individual and team performance metrics, identify trends, and provide coaching to improve performance and customer outcomes.
• Conduct real-time coaching related to service failures, order management accuracy, productivity, professionalism, and customer impact.
• Complete performance evaluations, development plans, goal-setting activities, and mid-year and annual performance reviews.
• Recognize and celebrate employee achievements that demonstrate customer excellence, accountability, and continuous improvement.

Workforce / Employee Management

• Oversee employee attendance, timekeeping, and leave management, ensuring accuracy, policy compliance, and timely approvals.
• Manage workforce planning by coordinating PTO requests and staffing coverage to meet business demands and service level expectations.
• Evaluate team capacity, workload distribution, and employee performance to ensure accountability, operational efficiency, and consistent customer support.
• Foster a supportive, high-performing work environment that encourages accountability, personal ownership, professional development, and advancement opportunities while promoting employee engagement and continuous improvement.
• Identify, document, and escalate employee performance concerns to the Senior CX Manager, including attendance, accuracy, accountability, conduct, and adherence to job responsibilities, while supporting coaching, development, and corrective action initiatives.

Communication & Continuous Improvement

• Assist with team huddles, employee engagement activities, and departmental communications.
• Participate in Quality Calls, Sales meetings, leadership meetings, and continuous improvement initiatives.
• Communicate business updates, organizational priorities, performance results, and process changes to the team.
• Foster a culture of accountability, customer excellence, proactive problem-solving, and next-issue avoidance.
• Participate in leadership development programs, training sessions, and other professional development opportunities.
• Identify, assess, and escalate potential order risks to the Senior CX Manager, taking proactive action to mitigate impacts on customer operations, prevent business interruptions, and protect customer relationships and company revenue

Other tasks as assigned

Minimum Requirements (Education, Experience & Skills)

• Associate or Bachelor’s degree preferred.
• Bachelor's degree or equivalent work experience.
• 2+ years of management/supervisory experience strongly preferred.
• Customer Service experience required.
• Proven communication skills.
• Demonstrated execution of leadership including accountability, engagement, and empowerment.
• Expert knowledge of SAP.
• User of CRM or ERP systems such as SalesForce.com or similar applications.
• Evidence of coaching, team building and motivational skills.
• Proficient computer skills in Excel, Word, and PowerPoint are required.
• Ability to communicate effectively verbally and written.
• Establish and maintain interpersonal relationships with internal and external customers.
• Willingness to travel 10% for regional meetings.
• Bilingual in English and Spanish preferred. 

Minimum Requirements:

• Strong organizational and time management skills.
• Ability to work independently with minimal oversight.
• Ability to adapt quickly to changes and work as part of a team in a fast-paced environment, handling multiple issues simultaneously.
• Excellent verbal and written communication skills across various levels of organization.
• Able to drive projects to completion while overcoming internal and external barriers.
• Ability to work as part of a project team or as project lead.

Nexeo Plastics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.  Additionally, Nexeo Plastics participates in the E-Verify program to ensure employment eligibility of newly hired employees where required.