Job Description

The WEBTECH® Customer Experience Manager leads the customer-facing order management process while coordinating closely with manufacturing, sales, purchasing, and production teams to ensure accurate communication, reliable fulfillment, and consistent customer experience.

Essential Job Duties and Responsibilities

Customer Experience & Order Management

• Lead the end-to-end customer experience for all WEBTECH® products, ensuring accurate order processing, proactive communication, and exceptional customer service across multiple manufacturing locations.
• Manage the centralized order fulfillment process for Frontier 90 CGF and Pioneer 88 GRF product lines, coordinating activities between customers, sales, manufacturing, logistics, and customer service teams.
• Oversee Customer Service Representative and Key Account Management functions, including order entry, billing administration, customer communications, and Customer Recycle Program management.
• Serve as the primary point of contact and advocate for customers, ensuring timely communication regarding order status, delivery schedules, product availability, and issue resolution.
• Develop and maintain strong customer relationships that support long-term business growth, customer retention, and overall customer satisfaction. (suggested enhancement)

Production Planning, Scheduling & Forecasting

• Partner with manufacturing, purchasing, and sales teams to align customer demand with production capabilities and inventory requirements.
• Coordinate finished goods and raw material planning activities to support customer forecasts, optimize inventory levels, and maximize production efficiency.
• Assist in the procurement planning of critical raw materials required to support production schedules and customer commitments.
• Collaborate with sales and production leadership to develop and maintain monthly and annual demand forecasts that support business objectives.
• Monitor order trends, inventory levels, and production capacity to proactively identify potential supply challenges and implement corrective actions. (suggested enhancement based on the existing forecasting responsibility)

Claims Management & Problem Resolution

• Facilitate the customer claims process through Salesforce by documenting claims, coordinating investigations, communicating with internal stakeholders, and supporting the timely resolution of customer concerns.
• Initiate customer credits and related documentation following claim resolution in accordance with established company procedures.
• Drive root cause analysis and continuous improvement efforts to reduce recurring customer issues and improve overall customer satisfaction. (suggested enhancement)

Reporting, Analytics & Continuous Improvement

• Utilize QlikView, PeopleSoft, Salesforce, and other business systems to monitor performance, analyze customer and order trends, and identify opportunities for operational improvement.
• Prepare and distribute monthly customer service performance reports and key operational metrics for management review.
• Analyze customer ordering patterns and inventory utilization to improve material efficiency, production planning, and service levels.
• Identify and implement process improvements that enhance customer experience, increase operational efficiency, and support organizational objectives.

Leadership & Team Development

• Provide leadership, direction, coaching, and performance management for Customer Service Representatives and related customer service personnel.
• Foster a customer-focused culture built on accountability, teamwork, continuous improvement, and operational excellence. (suggested enhancement)

Other Responsibilities

• Maintain effective working relationships across sales, manufacturing, purchasing, logistics, and finance functions to ensure alignment of customer requirements and business objectives. (derived from the liaison responsibilities)
• Perform additional duties and special projects as assigned. (common HR language suggestion)

Supervisory Responsibilities

Direct reports may include Customer Service Representatives and related customer service support roles.

Education and/or Experience

(Includes Certificates, Licenses, or Registrations required)

• College degree, or 5 to 10 years of experience in Customer Service / Material Control.
• Valid driver's license.

Other Skills and Abilities

(Includes computer, language, mathematical, and analytical skills required)

• PC literate, with the ability to effectively utilize Excel (spreadsheets), Word, email, and PowerPoint.
• Ability to learn quickly and retain a large amount of detail regarding customers and products.
• Strong organizational skills with high attention to detail.
• Ability to deal effectively with changes in customer orders, notifying production if an order is already in process.
• Ability to communicate clearly, both orally and in writing, to personnel from a variety of functional areas.
• Ability to enter, manipulate, and retrieve data from the computer.
• Strong interpersonal skills and the ability to effectively communicate with a wide variety of personnel.
• Professional presentation to represent Atlas to customers and the public.
• Fluent in English (reading, writing, and speaking).
• Advanced math skills (able to perform statistical analysis).
• Able to analyze the costs, benefits, risks, and likelihood of success of a decision.
• Identifies the concepts and issues within a problem.
• Applies sound judgment and reason to find solutions to problems.
• Provides relevant and timely information in a clear manner.
• Openly communicates and shares ideas and opinions and encourages others to do so.
• Serves both internal and external customers, providing superior service and value to all.
• Takes responsibility for resolving customer issues and responding in a timely manner.
• Generates new ideas and strategies and provides innovative solutions to problems.
• Follows through on projects in a timely manner.
• Anticipates what needs to be done and proceeds without direction.
• Motivates and influences others in a positive manner.
• Promotes a climate of involvement, cooperation, and teamwork.
• Is a positive example of leadership.
• Acts as a coach or mentor as needed.
• Ability to plan a work schedule.
• Establishes goals and priorities.
• Acts fairly in business dealings.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit and to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job

Atlas Roofing Corporation is an Equal Employment Opportunity Employer.

No calls or agencies please.

IND3

Standard Hours

40+