The Role
The Customer Experience Manager will enhance customer satisfaction by improving the customer journey, managing cross-functional projects, and optimizing digital interactions and processes.
Summary Generated by Built In
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
- Identify opportunities to improve the overall customer journey across ordering, fulfillment, support, and digital interactions.
- Lead initiatives that enhance customer satisfaction, reduce friction, and improve operational efficiency.
- Analyze customer feedback, operational data, and transaction trends to identify experience gaps and improvement opportunities.
- Serve as a customer advocate across internal teams to ensure customer needs are considered in business decisions.
- Lead cross-functional projects designed to improve customer-facing processes and tools.
- Partner with sales, operations, and customer service teams to streamline workflows and remove customer pain points.
- Support the development of scalable processes that improve onboarding, ordering, and service interactions.
- Support the development and continuous improvement of technology-enabled customer interactions, including digital integrations such as APIs, EDI, Punchout (cXML), and other machine-to-machine data exchange solutions.
- Partner with IT, digital commerce, operations, and sales teams to design, implement, and maintain scalable integration solutions that connect customer procurement systems with internal platforms.
- Facilitate collaboration between technical teams and customer-facing stakeholders to ensure successful implementation and ongoing performance of digital integration solutions.
- Assist with onboarding customers to digital tools and integration capabilities that improve procurement efficiency and reduce manual transactions.
- Monitor performance of digital integrations and customer-facing systems, identifying opportunities to improve reliability, automation, and the overall customer experience.
- Support troubleshooting and resolution of integration-related issues by coordinating between internal technical teams and external customer contacts.
- Develops and maintains a productive work teams by hiring qualified personnel, training, and managing performance.
- Manages teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices.
- Customarily and regularly directs the work of two or more full-time employees or their equivalent. Makes suggestions and recommendation for these employees regarding performance, including hiring, transfer, advancement, and termination.
- Manages daily operations to meet department and company objectives.
- Works with minimum supervision and makes independent judgments.
- Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
- Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels.
- Extremely confidential and trustworthy.
- Demonstrates knowledge, experience and understanding of critical job function of the team and people management.
- Assists management with development of results oriented strategies.
- Regular attendance at work is an essential part of the job.
SKILLS & CERTIFICATIONS
- Experience working with digital commerce platforms, ERP systems, or CRM platforms.
- Familiarity with API integrations, EDI transactions, or procurement automation technologies.
- Professional certification such as CCXP or PMP is preferred
- Experience leading cross-functional projects or process improvement initiatives.
EDUCATION & EXPERIENCE
- Bachelor’s Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will manage. Including:
- Internal candidates: Minimum 2 years as a highly performing Mouser Team Lead or Supervisor.
- External candidates: Minimum 3 years as a supervisor or higher-level management position
- 5+ years of experience in customer experience, digital commerce, business operations, or related roles.
Mouser Electronics is an award-winning, global distributor of semiconductors and electronic components that ships to over 650,000 customers in 223 countries/territories from its one million sq. ft. state-of-the-art facility in Mansfield, Texas. Mouser.com is an award-winning website that features more than 6.8 million products online from more than 1,200 leading manufacturers.
Mouser employees enjoy competitive pay and benefits, a business casual dress environment, a state-of-the-art facility in which to work, and an experienced management team with vision and a passion for growth. Mouser has built upon 60 years of growth and success in the electronic components distribution industry and is a TTI, Inc./Berkshire Hathaway Company.
Mouser Electronics, a TTI, Inc. company, is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline, and termination. The Company prohibits discrimination, harassment, and retaliation in employment based on race; color; religion; genetic information; national origin; sex; sexual orientation; gender identity; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state/provincial or local law.
Attention Applicants: If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use our online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact [email protected] or at (817) 804-3850 for assistance with accommodation.
Some positions posted may require the use of information or access to hardware that is subject to the International Traffic in Arms Regulation (ITAR). Any applicant to these openings must be a U.S person within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. permanent resident (i.e., green card holder), political asylee, or refugee. All applicants must be at least 18 years of age.
Mouser Electronics, Inc. is an Equal Opportunity Employer - A Notice to All Employees & Applicants
For more information on your Equal Opportunity Rights or other important Employment Rights in the USA, read “Know Your Rights: Workplace Discrimination is Illegal” poster, E-Verify Participation Notice (English/Spanish), Right to Work Notice (English/Spanish), FMLA General Notice, U.S. Job Applicant Privacy Notice.
Skills Required
- Experience working with digital commerce platforms, ERP systems, or CRM platforms.
- Familiarity with API integrations, EDI transactions, or procurement automation technologies.
- Professional certification such as CCXP or PMP is preferred
- Experience leading cross-functional projects or process improvement initiatives.
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The Company
What We Do
Mouser Electronics is a worldwide leading authorized distributor of semiconductors and electronic components from over 1,100 manufacturer brands. We specialize in the rapid introduction of new products and technologies for design engineers and buyers. Our extensive product offering includes semiconductors, interconnects, passives, and electromechanical components. In 2007, Mouser became a part of the Warren Buffett Berkshire Hathaway family of companies. Today, Buffett's holdings include insurance and finance subsidiaries and a host of almost fifty businesses ranging from jewelry and furniture to manufactured homes. Mouser has a strong commitment to customer service. That’s why we’ve won awards for our legendary worldwide customer service excellence. We understand the value of having a knowledgeable person there to answer your questions quickly. Mouser is redefining customer-focused distribution. For more information, visit www.mouser.com To learn about careers at Mouser, visit careers.mouser.com Facebook: www.facebook.com/mouserelectronics Twitter: www.twitter.com/mouserelec Instagram: www.instagram.com/mouserelec YouTube: www.youtube.com/mouserelec
