Job Description

Join our dynamic team at Elite Comfort Solutions, a global leader in foam technology. We specialize in the development of innovative consumer and industrial products using custom design polyurethane foam technology. Our mission is to bring comfort and performance to the next level through quality manufacturing and outstanding customer service.

We are seeking a National Accounts Customer Experience Manager to join our Customer Service operations team. The National Accounts Customer Experience Manager is responsible for overseeing customer service operations for major retail accounts across the network. This role focuses on ensuring client satisfaction, managing relationships, and implementing strategies to enhance the customer experience. The manager will also analyze sales data for forecasting and collaborate with cross-functional teams to optimize inventory and performance metrics.

So, what will you be doing as a National Accounts Customer Experience Manager?

• Serve as the primary point of contact for National Accounts, managing all communication.
• Develop and maintain strong relationships with key stakeholders at each account.
• Understand the unique objectives of each account and tailor services to meet their requirements.
• Take ownership of customer issues and follow problems through to resolution.
• Maintain an orderly workflow according to priorities.
• Manage chargeback investigation and dispute resolution for National Accounts.
• Monitor customer satisfaction metrics and feedback from National Accounts.
• Proactively address any issues or concerns raised by clients and work to quickly resolve them.
• Implement strategies to continuously improve the customer experience and exceed expectations.
• Generate reports and dashboards to communicate performance metrics and insights to stakeholders.
• Collaborate with cross-functional teams to develop joint business plans and strategies.
• Partner with IT for automation initiatives to ensure clean orders.
• Works directly with customers, internal operations and sales teams to support customer requests and questions
• Communicate with production control and the warehouse to ensure accurate and timely delivery of orders
• Monitor all internal systems for accuracy and compliance
• Maintain the highest level of confidentiality regarding sensitive information and/or records

To be successful in this role, you’ll need:

• 5-7 years Business to Business (B2B) customer service experience or training
• 3-5 years’ experience leading dynamic customer service teams
• Intermediate experience with Microsoft office suite, specifically Excel
• Strong communication skills (verbal and written)
• Collaborative spirit and team oriented
• Problem solving aptitude using common sense understanding to carry out instructions
• Good attention to detail

What to Do Next

Now that you’ve had a chance to learn more about us, what are you waiting for! Apply today and allow us the opportunity to learn more about you and the value you can bring to our team. Once you apply, be sure to create a profile, and sign up for job alerts, so you can be the first to know when new opportunities become available.

Our Values

Our values speak to our shared beliefs and describe how we approach working together.

• Put People First reflects our commitment to safety and care of each other, learning and development, and creating an inclusive environment of mutual respect, empathy and belonging.
• Do the Right Thing focuses us on acting with honesty and integrity, delivering the results the right way, taking pride in our work, and speaking the truth – good or bad.
• Do Great Work…Together occurs when we engage without hierarchy, collaborate as a team, embrace challenges, and work for the good of all of us.
• Take Ownership and Raise the Bar demonstrate our responsibility to add value and make a difference, challenge the status quo and biases to make things better, foster innovative and creative solutions to drive impact, and explore new perspectives and embrace change.

Our Commitment to You

We're actively taking steps to make sure our culture is inclusive and that our processes and practices promote equity for all. Leggett & Platt is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veteran status, and more. Join us!

We welcome and encourage applications if you meet the minimum qualifications. Even if you do not meet the preferred qualifications, we’d love the opportunity to consider you.

Equal Employment Opportunity/Veteran/Disability Employer