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Customer Experience Manager
Reading Rock Inc
Manages day-to-day operations of the Customer Service Department, enhancing Reading Rock Business through sales and customer service.
13d ago
Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years), Intermediate (4-7 years)
Full Time
Cincinnati, OH
Office Full-Time
Company Size
125 Employees
Service Specialisms
Construction services
Project Management
Engineering
Design
General Contractor
Sector Specialisms
Residential
Commercial
New Construction
Renovation
Hardscape
Precast
Masonry
Tile
Role
What you would be doing
team leadership
sales growth
performance management
profit growth
order fulfillment
operational excellence
- Manage and adjust the workflow to ensure efficiency in customer service, cross functionality of team, and effective focus on continuous improvement when customer flow is low.
- Coach, train, and support employees to deliver excellence in customer service.
- Collaborate with the Sales team to maintain and increase margins.
- Support profitable growth by identifying selling opportunities through add on sales and new walk-in business.
- Comply with policies in accordance with Reading Rock core values.
- Manages order processing and fulfillment, hiring/training/directing personnel, enforcing safety policies.
- Work with the appropriate sales professional to resolve matters affiliated with all key internal and external stakeholders for prompt and equitable resolutions.
- Retain proper paperwork in a safe location and sustain a clean appearance for visiting customers.
- Assist Outside Sales Associates to enhance customer satisfaction.
- Maintains/upgrades displays, samples, and other merchandise necessary to successfully show and sell the various product groups from the Distribution Center.
- Team Leadership: Work in a team-based platform and lead by example to implement continuous improvement initiatives to ensure the Industry’s Best Customer Experience.
- Consistently establishes personal accountability and promotes excellence and coordinates continuous improvement in productivity, quality and service.
- Provide honest feedback to employees who are not meeting job requirements and take appropriate actions when employee support efforts do not yield desired outcomes.
- Sales to support growth with functions including order fulfilment and customer selections through various consultations with retail and wholesale customers. Process cash, account, counter, and showroom sales through order entry as well as consultative role. Assist outside Sales with customer relationships as it relates to the selection process and order fulfilment. Coordinate the fulfilment of back orders and special-order products with purchasing, the customer, yard, and dispatch.
- Drive operational excellence with all stakeholders.
What you bring
erp
ms excel
2-year degree
bi-lingual
3+ years
customer service
- Travel required: 10%
- High School Diploma: 2-year degree preferred
- Bi-lingual preferred (English/Spanish)
- Customer Service Experience: 3+ years preferred.
- Basic ability to communicate, both verbally and in writing, using the English language.
- Construction Industry Experience: preferred, not necessary
- Understand and articulate the 4P’s, Reading Rock Core Values, and the Customer Service Commitment.
- Valid driver’s license and good driving record.
- Vigorous compliance with Standard Operating Procedures (SOP), Work Instructions (WI), policies, procedures, and performance standards.
- MS Office, MS Excel, MS Word, ERP
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearance- vigorous compliance with standard operating procedures (sop), work instructions (wi), policies, procedures, and performance standards.
- work with appropriate sales professional to resolve matters affiliated with all key internal and external stakeholders for prompt and equitable resolutions.
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Company
Overview
Founded 1947
Year Established
The company was established in 1947 as a modest concrete block manufacturer.
$40M Revenue
Annual Revenue Estimate
The company generates an estimated $40 million in annual revenue through its operations.
- Today, its four divisions—hardscapes, architectural stone veneer, masonry and hearth—deliver tailored solutions for diverse construction projects.
- Headquartered in Cincinnati with facilities like RockCast® in Ohio and New Jersey, it supports region‑wide residential and commercial builds.
- Its RockCast® line offers ASTM‑certified architectural stone backed by plant certifications (NPCA, Cast Stone Institute) and a lifetime warranty.
- Typical projects range from patios, retaining walls and outdoor kitchens to institutional stone facades and masonry restoration.
- Combining in‑house engineering, LEED‑accredited staff and custom molds, it blends craftsmanship with modern manufacturing tech.
- Its cadence of quick turnarounds, on‑time delivery and continuous process improvement defines its competitive edge.
- Safety is our #1 priority.
- We are customer-focused, and we are committed to the success of every customer.
- We foster an environment of trust, respect, and open communication.
- We are committed to continuous improvement and innovation.
- We act with integrity, honesty, and fairness in all of our dealings.
- We work as a team, supporting each other and leveraging our strengths.
2050
Net-Zero Emissions Target
A commitment to achieving net-zero emissions by reducing greenhouse gas output and offsetting unavoidable emissions.
- Promotes sustainable practices to reduce its carbon footprint.
- Strives to reduce waste, conserve energy, and utilize eco-friendly materials in operations.
- Collaborates with suppliers dedicated to sustainability and eco-friendly products.
- Focuses on enhancing the energy efficiency of manufacturing processes.
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