Job Title: Customer Experience Manager

Company: Gordon Sinclair

Location: REMOTE

About Us: At Gordon Sinclair, we are trusted makers of well-crafted and beautifully brandable merchandise for work, home, and all the moments in between. Our foundation is built on the following core values:

• Trustworthy: Our foundation is built on trust and integrity. We are reliable, honest, and committed to doing the right thing.
• One Team: Together, we achieve greatness. We celebrate our victories, learn from our losses, and support each other every step of the way. Our strength lies in our unity.
• Resourceful: We are proactive problem-solvers. We encourage continuous learning and adapt to challenges with innovative solutions, ensuring confidentiality and excellence for our employees and customers.
• Creative: Innovation is at our core. We bring creativity to our product decoration and customer service, always finding unique solutions to meet our customers' needs.
• Positive: We foster a positive environment by assuming good intentions, celebrating successes publicly, and providing constructive feedback privately. Respect for everyone is paramount.
• Accountable: We uphold the highest standards. We follow through on our commitments and set clear expectations, holding ourselves and each other accountable.

Position Overview:
We are seeking a customer-focused operational leader to support our distributor accounts, ensuring fast, consistent, and proactive service across order intake, artwork/proofing, production tracking, and issue resolution. This role serves as the key liaison between Sales, Customer Service, and production teams—standardizing service levels, improving communication, and aligning workflows to deliver an exceptional customer experience. The position will also drive CRM (NetSuite) consistency, support KPI tracking, and help implement process improvements through templates, documentation, and automation. Deep knowledge of the promotional products industry is required to effectively partner with distributors and manage expectations around proofs, timelines, and production realities.

Key Responsibilities 

1. Customer Experience & Satisfaction  

• Serve as the primary operational support for our distributor accounts, ensuring they receive responsive and consistent service. 

• Monitor customer needs, recurring challenges, communication gaps, and common service issues. 

• Identify trends that inform improvements to processes, service delivery, and customer outcomes. 

• Support Sales in providing timely updates, clear expectations, and proactive communication for these accounts. 

2. Customer Segmentation & Standardized Service Levels 

• Partner with Customer Service Lead and Sales leadership to define workflows, response times, and service expectations for accounts. 

• Ensure inquiries, quotes, proofs, and production updates are handled consistently and efficiently. 

• Partner with Customer Service Lead and Sales leadership to support the creation and maintenance of standardized templates, FAQs, and customer communication tools. 

3. Customer Service Workflow Support 

• Support all core customer service processes including order intake, artwork coordination, proofing, and production tracking. 

• Lead the Customer Service team with day-to-day coordination and operational oversight. 

• Maintain and update documentation, SOPs, and communication standards to ensure consistency across the CS team. 

• Support the offshore CS team by reinforcing best practices and identifying gaps in process or quality. 

4. Sales Liaison for Unassigned Accounts 

• Act as the connection point between Sales and Customer Service to ensure seamless handoffs and clear communication. 

• Provide Sales with timely information regarding proofs, production timelines, and potential delays. 

• Help prepare customer summaries, follow-up communication, and action items related to small account projects. 

5. CRM (NetSuite) Support & Workflow Alignment 

• Maintain accurate customer records, communications, and order details within NetSuite. 

• Support CRM adoption across the Customer Service team by reinforcing consistent data entry and workflow use. 

• Collaborate on dashboards, routing rules, templates, and communication triggers that improve operational visibility and speed. 

6. Cross-Department Coordination 

• Facilitate communication between Sales, Customer Service, Order Entry, Art, and Production to ensure workflow alignment. 

• Identify bottlenecks, information gaps, or repeated issues affecting small accounts and work with leadership to develop solutions. 

• Support improved visibility into order status and production timelines. 

7. Process Mapping & Continuous Improvement 

• Participate in reviewing and mapping workflows that impact the customer journey. 

• Identify recurring friction points for small distributor accounts and suggest improvements to accuracy, speed, and communication. 

• Support implementation of automation, templates, and tools that reduce manual work and improve consistency. 

8. KPI Tracking & Service Quality 

• Assist in tracking KPIs such as response time, cycle time, defects, and order visibility for small accounts. 

• Analyze trends and identify opportunities for operational improvement. 

• Support reporting efforts that help leadership understand service quality and workload distribution. 
  
  All applicants must submit a survey through this link- https://go.cultureindex.com/s/fCQ29ykaoq