FLSA Classification: Exempt
Location: Grand Prairie, TX
Frasch is a manufacturer of PET (polyester felt) based acoustical products for the commercial built environment. The Customer Experience Manager at Frasch is a pivotal leadership role, charged with ensuring the highest levels of satisfaction and engagement for every client throughout their journey with our organization. This individual oversees the inside sales team, which comprises Estimators, Customer Service, and Project Management professionals. The Customer Experience Manager will be responsible for orchestrating seamless operations across quoting, order management, and project delivery—serving as both leader and advocate, ensuring that every client interaction reflects the quality and reliability for which Frasch is known. This position reports to the site President.
Key Responsibilities
- Team Leadership
- Supervise, mentor, and inspire the inside sales team, including Estimators, Customer Service Representatives, and Project Managers.
- Foster a culture of accountability, collaboration, and continuous improvement within the team.
- Conduct regular team meetings, performance reviews, and training sessions to develop skills and ensure alignment with company goals.
Customer Satisfaction and Experience
- Own the end-to-end customer experience from initial inquiry through quoting, order entry, fulfillment, and post-sale follow-up.
- Monitor and measure customer satisfaction, proactively identifying opportunities for improvement.
- Resolve escalated issues and complaints with urgency and professionalism, ensuring customer confidence is restored and maintained.
Process Optimization
- Streamline workflows for quoting, order entry, and project milestone tracking to maximize efficiency and accuracy.
- Develop and implement standard operating procedures for inside sales functions.
- Leverage technology and reporting tools to reduce errors, optimize lead times, and improve communication throughout the sales cycle.
- Engage regularly with outside sales representatives located across the country, ensuring consistent, timely information flow and support.
- Serve as the primary internal point of contact for stakeholders and specifiers in the architectural, design, and built environment ecosystem.
- Coordinate with external partners to understand project requirements, timelines, and deliverables, and to ensure Frasch’s solutions are specified and integrated successfully.
Reporting and Analytics
- Track key performance indicators (KPIs) related to customer experience, order accuracy, quote turnaround, and project completion timelines.
- Analyze trends and customer feedback to make data-driven recommendations for process and service enhancements.
- Prepare and present regular reports to senior leadership on team performance and customer experience metrics.
Continuous Improvement
- Identify areas for improvement in the customer journey, working cross-functionally to implement solutions that enhance satisfaction and loyalty.
- Stay current on industry best practices, emerging technologies, and competitor offerings to maintain a market-leading customer experience.
Qualifications
- Bachelor’s degree in Business Administration, Architecture, Design, or a related field (or equivalent experience).
- 5+ years of experience in customer experience management, inside sales leadership, or project management in a B2B or building products environment.
- Proven track record of managing and developing high-performing teams.
- Exceptional communication and interpersonal skills, with an ability to build rapport across a diverse range of stakeholders.
- Strong organizational and multitasking abilities, with a keen attention to detail and deadlines.
- Proficient with CRM platforms, MS Office Suite, and project management tools.
- Familiarity with the architectural, design, and construction industries is highly desirable.
- Analytical mindset with a passion for problem-solving and delivering process improvements.
Key Interactions
- Inside Sales Team: Daily collaboration to ensure alignment on priorities, process adherence, and customer needs.
- Outside Sales Representatives: Frequent communication to coordinate efforts, share updates, and resolve issues.
- Customers: Direct involvement throughout the sales and project lifecycle, ensuring expectations are met or exceeded.
- Architects, Specifiers, and Designers: Engage to clarify project specifications, provide product knowledge, and support their decision-making process.
- Operations and Production: Work cross-functionally to ensure orders are executed accurately, on time, and according to customer requirements.
- Reports to Division President and Management peers include: Production Manager, Accounting Manager, Engineering Manager, and National Sales Manager.
Success Criteria
- Consistent achievement of high customer satisfaction scores and positive feedback from clients and partners.
- Efficient, error-free processes for quoting, order entry, and project management.
- Timely delivery of projects in accordance with agreed deadlines.
- Development of a motivated, skilled, and collaborative inside sales team.
- Strong, productive relationships with outside sales reps and architectural partners nationwide.
- Effective identification and mitigation of obstacles or bottlenecks impacting the customer journey.
Why Join Frasch?
Frasch is a leader in innovative, design-forward acoustical solutions for the built environment. As Customer Experience Manager, you will have the opportunity to shape the voice of the customer within our organization, leading an accomplished team and partnering with a broad spectrum of professionals in the architecture and design community. You will play a crucial role in delivering on our promise of excellence while driving growth, efficiency, and customer loyalty.
If you are an inspiring leader with a passion for customer satisfaction and a drive to elevate every client interaction, we invite you to apply and help us build spaces where sound and design exist in perfect harmony.
The Company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
