Customer Experience Manager

Hoffmaster is where tradition meets innovation. For decades, we’ve been a trusted name in foodservice products but what truly sets us apart is our people. We’re a team of problem-solvers, creators, and collaborators who are passionate about delivering high-quality, sustainable solutions. Here, your ideas matter, your growth is supported, and your work helps shape experiences people enjoy every day. With a strong legacy and a forward-thinking mindset, we’re driven by creativity, collaboration, and a commitment to sustainability. If you’re looking to elevate your career with a company that’s constantly evolving, you’ll fit right in here. What’s so special about us? From paper plates and napkins to paper straws, party supplies, and food wrap, Hoffmaster is a leader in the tableware industry. What truly sets us apart is our people: Here your ideas don’t just get heard, they help shape what’s next. Your growth is supported, your contributions are valued, and your work plays a role in creating moments people enjoy every day. Create. Collaborate. Elevate….your dining table and your career! Lead the Future of Customer Experience We are looking for a transformational, strategic leader to elevate the customer experience and shape how our teams deliver service excellence across every touchpoint. As the Customer Experience Manager, you will guide a high-performing customer service team, build strong cross-functional partnerships, and bring innovative customer experience strategies to life that create a seamless, proactive, and customer-centered experience. Why This Role Matters This is an opportunity to lead more than a function — it is a chance to shape the customer experience strategy, strengthen how teams work together, and create scalable improvements that directly impact customer satisfaction and business performance. The ideal leader will bring energy, clarity, and forward-thinking ideas to help transform service delivery and position the team for long-term success. How You Will Make An Impact • Champion a customer-first culture that empowers teams to deliver exceptional service, resolve challenges with confidence, and build lasting customer trust. • Drive strategic process improvement initiatives and customer experience strategies that align with business goals, strengthen consistency, and enhance the overall customer experience. • Oversee the operations of the customer service function, ensuring customer inquiries, orders, and escalations are handled with accuracy, urgency, and professionalism. • Partner across sales, operations, logistics, quality, and other key functions to remove barriers, improve communication, and create a more connected customer journey. • Use performance metrics, customer feedback, CRM insights, and analytics tools to identify trends, measure success, and drive continuous improvement. • Navigate complex customer situations and negotiate solutions that balance customer needs with company standards and business priorities. The Essentials • Bachelor’s degree in Communications, Business, or a related field preferred; equivalent experience may be considered. • 5+ years of customer service leadership experience, preferably in manufacturing, distribution, or a related environment. • A strategic mindset with the ability to translate customer needs, operational priorities, and performance data into meaningful action. Optional but Impressive • Proven ability to lead through change, influence across functions, and build alignment around shared customer experience goals. • Strong coaching skills with a passion for developing people, strengthening team performance, and creating accountability. • Experience using customer service best practices, CRM systems, analytics tools, and Microsoft Office to monitor performance and improve outcomes. • Exceptional communication, negotiation, and problem-solving skills, especially when resolving escalated or complex customer issues. We don’t just hire great people—we take care of them. • Competitive salary and incentives • Time off that lets you recharge • Retirement savings options • Growth opportunities that elevate your career • Comprehensive Medical, Dental, and Vision benefits • Pet insurance—because your furry friends matter too Stay Connected- follow us on LinkedIn and explore more on our website: Hoffmaster: Overview | LinkedIn Home | Hoffmaster EEO: We invite all qualified applicants to apply, including individuals with disabilities or protected veterans, and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. We provide reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation to apply or interview, please contact #HGISalary2920 #LI-GZ1 We invite all qualified applicants to apply, including individuals with disabilities or protected veterans, and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. We provide reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation to apply or interview, please contact