Customer Experience Manager
Ecore Athletic
Lead CX team to enhance customer experience, support sales, and resolve escalations.
10 days ago ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Lancaster, PA
Office Full-Time
Company Size
650 Employees
Service Specialisms
Fitness
Studio
Strength & Conditioning
Sports
Play Surfaces
Health & Wellbeing
Utility & Multi‑Purpose
Snow & Ice Sports
Sector Specialisms
Fitness
Strength + Conditioning
Studio
Sports
Health + Wellbeing
Senior Living
Play Surfaces
Role
What you would be doing
phone routing
data analysis
lean support
training sessions
service initiatives
team management
- Works collaboratively with the sales team to support sales growth and ongoing or increased customer activity
- Maintain phone routing systems and ensure that abandonment rates remain below company objectives
- Responsible for adequate staffing, training, backup and administration to serve Ecore Flooring & Industrial business unit
- Conduct regular team meetings to share, educate, inform and motivate the CX team towards achieving common goals
- Work with CX leadership on creating and executing customer service initiatives
- Provide input and adhere to departmental budget
- Plan and execute quarterly lunch and learns or other training sessions to foster a continuous learning environment
- Analyze data and statistics; compile and print reports on overall customer experience; isolate and identify areas of improvement
- Investigate, resolve and respond to escalated customer inquiries, expedited orders, customer complaints and product resolution
- Support lean efforts or other efforts that support increased productivity for the department
- Keep up to date with new company products and services in order to educate and communicate to internal and external customers
- Drive safety throughout the CX department and organization
- Manages Customer Experience Account Managers, to include coaching, feedback and support in their duties; responsible for tracking performance and completing annual performance evaluations of direct reports
What you bring
microsoft office
erp/edi
bachelor’s degree
5+ years
project management
manufacturing processes
- Strong mathematical skills required to calculate product measurements and requirements
- Manufacturing Environment: This position may operate in a manufacturing setting with conditions of high-pressure air/steam/gas, hazardous gas/chemical fumes, extreme heat and temperature variations, loud noise, exposure to dangerous machinery, dirty work environment and/or exposure to dust (pigment). The position is required to wear PPE including, but not limited to safety glasses, steel toe/composite boots and earplugs.
- Communicate effectively (write, speak) with supervisors and others on performance and safety concerns.
- This is a hybrid role that will require regular attendance on-site in Lancaster, PA.
- Ability to understand and abide by safety policies and maintain a safe work environment. Ability to move throughout the work location to comply with safety requirements.
- Attention to detail to complete work assignments.
- 5+ years of professional customer service experience
- Ability to develop and motivate a team
- Proficiency in Microsoft Office required; proficiency in ERP/EDI software systems required
- Time management to comply with scheduled work time and maintain productivity requirements.
- Adequate hearing ability to receive work instruction and to respond to changes in work environment.
- Bachelor’s degree in business administration or related field required or equivalent years of experience
- Must possess a strong attention to detail and strong organizational skills
- Ability to handle multiple tasks and manage multiple projects efficiently and effectively
- Must be flexible and adaptable to changing roles and responsibilities
- Excellent listening, problem-solving and interpersonal skills relative to customer inquiries with the ability to maintain a positive, polite and friendly demeanor during challenging/stressful situations
- Manual dexterity and visual acuity to operate standard office equipment such as computers and phones.
- Project management experience a plus
- Ability to communicate effectively with executive/senior management team and various other audiences (English proficiency- written and verbal)
- Extensive knowledge and understanding of manufacturing processes and capabilities
- Tuition reimbursement
- 401k with a company match
- Opportunities for development and internal promotions
- Competitive medical, dental, vision, and prescription insurance coverage
- PTO Hours are accrued from Day 1
- Two minute walk to eco-friendly public transportation from rabbittransit
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- e-verify employment eligibility verification required (form i-9 verification).
Company
Overview
Relaunched 2025
Relaunch of Ecore Athletic
The brand was relaunched in January 2025 with a renewed focus on sports surfacing.
75 Countries
Global Presence
The company has a global footprint serving over 75 countries.
- Headquartered in Lancaster, PA, the brand crafts engineered surfaces—tracks, courts, gyms, turf—using its patented itsTRU® fusion‑bonding process.
- Typical projects include elite training facilities like MLB weight rooms, UFL performance hubs, university fitness centers and outdoor sports tracks.
- Product lines range from recycled‑rubber Basic Fit and Performance Collections to specialty turf (RageTurf, FlexTurf) and vibration‑reducing dBTile variants.
- A standout: the TRUcircularity™ program reclaims end‑of‑life rubber surfacing for reuse, closing the loop on waste.
- quality
- sustainability
- customer satisfaction
430+M lbs
Rubber Diversion
The company has successfully diverted over 430 million pounds of rubber, primarily from truck tires, away from landfills, contributing to significant waste reduction.
9.5M lbs CO₂
CO₂ Emissions Avoided
Through its operations, the company has avoided emitting approximately 9.5 million pounds of carbon dioxide, reducing its carbon footprint.
87% recycled content
Recycled Materials
The company's products contain nearly 87% post-consumer recycled content, highlighting its commitment to sustainable material use.
99% landfill diversion
Waste Reduction
The Lancaster manufacturing facility achieves a remarkable 99% landfill diversion rate, with 22% of waste converted into energy recovery.
- Use 40% less energy than standard industry procedures
- Conserve enough natural gas annually to service 120 average American homes
- Manufacturing facilities use minimal water, little to no heat, no smokestacks, with closed-loop chilling conserving about 17.5 million gallons of water per year
- TRUcircularity™ closed‑loop take‑back program reclaims end‑of‑life athletic surfaces and recycles into new Ecore products
- Achieved certifications: multiple Environmental Product Declarations (EPD®), Health Product Declarations (HPD), FloorScore/VOC compliance, MindClick Leader status, UL landfill‑diversion claims
- SEAL Awards 2023 & 2024 for sustainable products and environmental initiatives
- No publicly disclosed DEI strategy, goals, or gender-related metrics found.
Kablio AIIf you're someone who helps build and power the world (or dreams to), Kablio AI is your pocket-sized recruiter that gets you hired.
Copyright © 2025 Kablio