Manager of Customer Experience
Salary: $85,000–$90,000
Location: Schaumburg, IL 60173
We are partnering with a growing client that is expanding their team and adding headcount for the new year. Due to an internal promotion, they are seeking a Manager of Customer Experience to step into a critical leadership role overseeing call center operations, order entry, and customer-facing support functions. This role is ideal for a strong people leader who thrives in a fast-paced manufacturing environment and enjoys driving operational excellence that directly impacts customer satisfaction and sales performance.
Key Responsibilities:
Lead, coach, and develop a team responsible for call center operations and order entry, ensuring high performance and accountability.
Oversee daily call center activities, including staffing, scheduling, call flow, service levels, and escalation management.
Establish and track KPIs related to customer service, order accuracy, turnaround time, and team performance.
Manage all order entry and sales support activities, ensuring accuracy, timeliness, and compliance with internal processes.
Partner closely with Sales, Operations, and other cross-functional teams to support pricing, quotes, order validation, and customer issue resolution.
Identify process gaps and inefficiencies, and lead continuous improvement initiatives across customer support and order management functions.
Qualifications:
Bachelor’s degree in Business, Management, Communications, or a related field.
3–5+ years of leadership experience in sales support, call center management, or customer service within a manufacturing environment (required).
Strong working knowledge of order entry processes, customer service operations, and CRM/ERP systems.
Proven ability to lead teams, manage competing priorities, and drive measurable performance improvements.
Why Work Here:
This is a stable, well-established organization with an employee-first culture that values leadership, collaboration, and internal growth. The company promotes from within and empowers leaders to make meaningful improvements. This role offers the opportunity to be a true change agent—someone who can influence processes, elevate team performance, and have a direct impact on customer experience and revenue generation.
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Sterling Engineering, Inc.
Sterling Engineering has been a trusted partner for engineering, project management, and staffing solutions for over five decades. We provide exceptional engineering/technical recruitment and engineering project services to clients nationwide:
- Engineering & Technical Recruitment - With our focus on engineering, technical, and IT, Sterling has the in-depth knowledge, industry expertise, and robust employee pipeline it takes to rapidly find talent for even the most difficult to fill positions. Sterling’s extensive recruitment methodology allows us to engage the most talented employees in the marketplace. We offer exciting work and career-building opportunities for our candidates, along with expert support at every step of the process.
- Engineering Project Services – Our experienced, multi-disciplined team of project managers, engineers, and designers, led by licensed Professional Engineers (PE), provide project management, engineering, design, and Commissioning, Qualification, and Validation (CQV) to manufacturing, OEM, and R&D customers. We work on complex, highly technical projects across a number of industry sectors, and our ability to scale and seamlessly integrate at multiple levels of your organization is what differentiates us.
Sterling offers a unique combination of engineering solutions and Best of Staffing level service to help our clients and talent achieve their goals.
500 to 999 employees
Staffing/Employment Agencies
http://www.sterling-engineering.com