Customer Experience Manager
- Location
- Charlotte, NC · On-site
- Job type
- Full-time
- Level
- Senior
- Listed
- 19 days ago
Skills & highlights for this role
- Customer service leadership
- Order management
- Purchase order and invoice business systems
- Team management
- Performance metrics analysis
- Process improvement
Also useful
- EDI setup and management
- Industrial process equipment knowledge
- SOP development
About the role
As a 100% Employee-Owned company, Robert E. Mason & Associates, Inc. believes our Associates are the foundation of both our customers' and our success. Our strong company culture, and belief in continued investment in our Associates, has helped us realize long Associate tenures, as well as long lasting relationships with our customers.
R.E. Mason is an Emerson Impact Partner covering North Carolina, South Carolina, and Virginia. Emerson is the global leader of process systems and solutions. R.E. Mason provides industry-leading process equipment and service for process control, automation, safety, and reliability. The industries served include Chemical, Pharmaceutical & Life Sciences, Power & Utilities, Food & Beverage, and Pulp & Paper.
What R.E. Mason Offers Associates
R.E. Mason is a 100% employee-owned company that offers a comprehensive, industry leading benefits package to all eligible Associates:
- Participation in the Employee Stock Ownership Program (ESOP)
- Retirement plan, including a Safe Harbor contribution
- Medical / Dental / Vision Insurance
- Employer paid Life Insurance and Long-Term Disability Insurance
- Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
- Paid Parental Leave
- Paid company holidays
- Career Development Program
- Retirement and Financial Wellness program
- Employee Assistance Program (EAP)
- Alternative/Hybrid Work Schedules
General Description
We are hiring a leader to build a team that will elevate our Customers' experience and add value as a service leader. The successful candidate will manage individuals performing Customer Service and Order Management functions including order processing, procurement, expediting, and issue resolution including returns. We are searching for an individual with a solid customer-oriented business management acumen and a deep understanding of purchase order/invoice business systems.
Specific Responsibilities
- Provide the vision and guidance for outstanding Customer Service to our Customers while embodying the R.E. Mason brand and Core Values.
- Provide formal leadership for the Customer Service team; including team development, mentorship, performance conversations and individual career development.
- Work closely with the Inside Sales team, Services team and the Accounting team leaders to collaborate, improve processes and resolve issues.
- The Customer experience team manages an extremely high volume of daily work. Overseeing order management, balancing workloads, handling escalations, managing priorities, and ensuring the team is meeting service expectations.
- SOP development, training, system changes, and continuous improvement
- Ensure the quality and accuracy of the work performed by the Customer Service team.
- Develop the coverage model and resource strategy to optimize Customer Service team alignment with internal teams and Customers.
- Create and improve order management processes including; order workflow and communication processes with business unit management, accounting, sales, and other internal teams.
- Establish, track, and analyze individual & team metrics to reduce expenses, improve effectiveness, and meet order processing and Customer responsiveness time targets.
- Manage and set-up of Customer EDI processes.
Qualifications
Required Competencies
- Strong business acumen, accounting skills and the ability to reason through constantly evolving business scenarios
- Strong Customer Experience and Customer Service focus
- Familiarity with sourcing and vendor management
- Understand order processing systems and supply chain management
- Able to manage difficult situations and respond promptly to internal customer needs.
- Excellent interpersonal, verbal and written communication skills
- Provides candid feedback to others as needed and navigates crucial conversations.
- Motivates others and drives a strategic vision within the organization
- Detail-orientation and good analytical skills
- Understanding of technical product purchases orders & service contracts
- E-commerce experience and background
- Ability to translate your skills to other employees through training and mentoring
- Ability to work in a team environment; a team player
- Self-directed, self-motivated and detail oriented
- Organized and reliable
- Demonstrates integrity
- Time management and multitasking
Required Education and Experience
- Fluent in English
- Excellent verbal and written communication skills
- 8+ years Customer Service experience
- 2+ years supervisory experience
- Bachelor's Degree in Business Administration or a related field preferred
Preferred Experience/Competencies
- IFS or Equivalent CRM/MRP experience
Physical Requirements
- Standing
- Kneeling
- Pushing and Pulling
- Using a Telephone
- Walking
- Reaching Overhead
- Lifting - 25 pounds
- Driving
- Sitting
- Climbing
- Using a Computer
Additional information
In compliance with the ADA Amendments Act (ADAAA), if you have a disability and need to request an accommodation in order to apply for a position with RE Mason, please call our office at.
Equal opportunity and legal notices
RE Mason Company is a federal contractor and, as such, is required to solicit the disability status and protected veteran status of candidates. Thus, you are required to answer self-identification questions as part of your application process. These questions are part of RE Mason's Affirmative Action Plan and the completion of these questions will not have any effect on any consideration of your application materials.
This is a drug-free workplace. Employment is contingent upon the successful completion of any required pre-employment and, if applicable, ongoing drug testing, including testing mandated by customer site access requirements.
From R.E. Mason's careers page, first listed on Rolev.ai on October 21, 2026. Rolev.ai is not the employer.
How Rolev.ai helps with this application
Rolev.ai is a job search and application tool for US job seekers. For this Customer Experience Manager role at R.E. Mason, it shows how your resume fits, tailors your resume to the posting, and prepares the application for you to review.
See how you fit
Openings from employer career sites are ranked against your whole resume—and searchable inside Claude, ChatGPT, and Cursor via Rolev.ai MCP.
Tailor without inventing
Every change to your resume is checked against your original. New experience goes in only with your yes—zero fabricated claims.
Draft the full kit
Tailored and Full Match resumes, role-specific cover letters, and answers to employer screening questions are prepared in seconds.
1-Click Extension Autofill
The Chrome extension fills the employer's Greenhouse, Workday, Lever, or Ashby form in 1 click. You review it and press Submit.
Common questions
Where is the Customer Experience Manager job at R.E. Mason located?
This Customer Experience Manager position at R.E. Mason is located in Charlotte, NC (On-site). Always check R.E. Mason's application page for specific state eligibility or relocation policies.
What qualifications are required for Customer Experience Manager at R.E. Mason?
For the Customer Experience Manager role, R.E. Mason highlights experience with Customer service leadership, Order management, Purchase order and invoice business systems, Team management, Performance metrics analysis, Process improvement. Rolev.ai can score your existing resume against these requirements and show any skill gaps before you apply.
How do I apply for the Customer Experience Manager position at R.E. Mason?
This listing links directly to R.E. Mason's Greenhouse application page. You can apply directly on R.E. Mason's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Greenhouse application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.