Customer Experience Manager Position Available In Union, North Carolina

Customer Experience Manager Akona Process Solutions 1609 Airport Road, Monroe, NC 28110 About Us Akona Process Solutions is the result of bringing together four well-established companies— Spiroflow , Kason , Cablevey , and Marion —each with a legacy of expertise in material handling and processing. With more than 200 years of combined experience, Akona provides comprehensive equipment solutions designed to meet the unique needs of its customers. Specializing in mixers, blenders, dryers, screeners, tubular drag conveyors, and bulk material handling systems, Akona delivers integrated solutions that streamline operations, enhance efficiency, and improve hygiene in demanding environments. Headquartered in Charlotte, North Carolina, with global centers of excellence in the USA, UK, and Germany, Akona works closely with customers across industries such as food and beverage, pharmaceuticals, nutraceuticals, and chemicals. Job Summary The Customer Experience Manager plays a dual role as both a strategic leader and a hands-on contributor. You will manage a team of customer service specialists and project managers, while also stepping into day-to-day tasks as needed to ensure our customers receive timely, accurate, and high-quality support and project execution. This is an ideal opportunity for someone who leads by example, thrives in a fast-paced environment, and is passionate about customer satisfaction, cross-functional collaboration, and team development. Key Responsibilities Supervisory Responsibilities 4 Customer Service Specialists, 2 Project Managers Leadership & Team Management Lead, coach, and mentor a team of 6 direct reports (Customer Service and Project Management). Foster a culture of accountability, communication, and continuous improvement. Develop team members through regular feedback, 1:1s, and performance reviews. Allocate workload and set clear expectations to balance individual and team responsibilities. Customer Experience Support and guide the Customer Service team in handling inquiries, managing customer satisfaction, and resolving issues. Step in to manage high-impact customer interactions when needed. Monitor service levels and drive improvements in customer response time, order accuracy, and satisfaction. Project Oversight Ensure the Project Management team delivers on customer requirements, project deadlines, and budget targets through rigorous follow-up, internally and externally. Provide strategic guidance and problem-solving support for complex or escalated projects. Track and report on project status, risks, and key performance indicators. Cross-Functional Collaboration Act as a liaison between Customer Service, Project Management, Engineering, Supply Chain, Finance, and Production teams. Advocate for the voice of the customer across departments. Help standardize and continuously improve workflows and documentation. Required Skills/Abilities/Traits Strong leadership and people development skills Excellent written and verbal communication Ability to manage competing priorities and remain calm under pressure High emotional intelligence and customer-centric mindset Organized and detail-oriented with strong follow-through Willingness to jump in and do the work when needed Required Education and Experience 5+ years of experience in customer-facing or project management roles 2+ years of experience managing a team or leading cross-functional initiatives Proficiency with CRM (HubSpot, Salesforce) and ERP (SAP, Epicor) systems Experience in manufacturing, mechanical systems, or industrial equipment preferred Bachelor’s degree or equivalent work experience

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and/or activities may change at any time with or without notice. We Value Diversity Candidates applying to job openings posted in

US:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Drug and Alcohol Policy Akona Process Solutions (Akona) maintains a drug free workplace. Applicants With Disabilities To request a medical accommodation during the application or interview process, please let us know during the application process. Please be advised that this Job Description or any other document should not be construed in any manner as a contract of employment. Akona maintains an employment at will relationship with its employees. This means that both you and the employer retain the right to terminate this relationship at any time for any reason.

Job Type:

Full-time Pay:

$90,000.00 – $120,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Vision insurance

Shift:

Day shift

Education:

Bachelor’s (Required)

Experience:

Project leadership: 3 years (Required) Customer service: 2 years (Required) Ability to

Commute:

Monroe, NC 28110 (Required)

Work Location:

In person