Merola Tile Distributors of America · 2 days ago
Customer Experience Manager
Manalapan, NJ
Full-time
Onsite
Senior Level
5+ years expMerola Tile is a leader in the ceramic tile industry, seeking a dynamic and self-motivated Customer Service & Experience Manager to enhance their customer service teams. The role involves optimizing customer service operations, leading a high-performing team, and ensuring exceptional customer experiences across both coasts.
Consumer GoodsE-Commerce
Hiring Manager
Morgen O.
Responsibilities
Oversee and assist in all daily Customer Service operations for both New Jersey and California facilities, ensuring consistent execution of company standards and policies
Delegate tasks strategically while maintaining full accountability for departmental outcomes
Ensure adherence to requirements, shipping policies, and all relevant operational guidelines
Manage and monitor EDI, ERP, WMS, and partner portal systems to ensure accuracy and timeliness of all orders and communications
Collaborate cross-functionally with Warehouse Leadership, Accounting, Sales, Product, and other stakeholders to ensure smooth operational flow and prompt issue resolution
Evaluate and refine existing departmental processes, identifying inefficiencies and opportunities for improvement
Lead the development and implementation of new workflows and best practices that enhance productivity, accuracy, and customer satisfaction
Establish and track key performance indicators (KPIs) to monitor departmental effectiveness and proactively address performance gaps
Drive root-cause analysis and corrective action for recurring issues to ensure long-term resolution
Partner with leadership to recommend, pilot, and execute process improvement initiatives that align with companywide strategic objectives
Handle escalated customer matters with professionalism, urgency, and empathy—ensuring thorough resolution and follow-up
Serve as the escalation point for the Customer Service team, guiding them in effective communication and solution-oriented problem-solving
Build and maintain strong relationships with key customers, trading partners, and internal stakeholders
Champion a customer-first mindset across the team, reinforcing responsiveness, accuracy, and accountability
Lead, mentor, and develop the Customer Service team across both facilities, cultivating a unified, high-performance culture
Provide hands-on mentorship to the department’s current supervisor, strengthening leadership capability and operational confidence
Conduct regular one-on-one meetings, team check-ins, and performance evaluations to drive accountability and engagement
Identify skill gaps and design targeted training and coaching initiatives to upskill the team rapidly and sustainably
Foster a culture rooted in professionalism, ownership, and continuous learning
Qualification
Required
Associate's degree required; Bachelor's degree preferred
Minimum 5 years of experience in Customer Service or related field, with at least 2 years in a leadership capacity
Strong proficiency in Microsoft Office (Word, Excel) and familiarity with ERP, WMS, and EDI systems
Proven success in process improvement, team development, and customer satisfaction
Experience with a CRM system and implementation
Excellent organizational, multitasking, and decision-making skills in a fast-paced environment
Excellent communication skills; written and verbal
Positive, motivating leadership style with high emotional intelligence
Strong critical-thinking and problem-solving ability
Patient, professional, and resilient under pressure
High attention to detail and commitment to accuracy
Strategic mindset with a “can-do” approach to challenges
Preferred
Experience in the tile, stone, flooring, or related materials industry
Benefits
Medical, Vision, and Dental Insurance
9 Annual Paid Holidays (including New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas)
Paid Time Off — earned and accrued from your first day with the company
401(k) Plan with company match (eligibility after 1 month)
Employer-Paid Life Insurance
Performance Reviews after 90 days and annually
Quarterly Company Goals — opportunity to earn up to 4 weeks of additional bonus pay annually
Employee Assistance Program (EAP)
Employee Referral Bonus Program
Employee Discount on tile after 6 months
Fresh Fruit, Coffee, Hot Chocolate, and Tea provided daily
Weekly Company Lunches
Company Culture Events — BBQs, Ugly Sweater Day, T-shirt making, Halloween contests, and more
Fun, Friendly, Family-Like Environment
Company
Merola Tile Distributors of America
Be it a wholesale partner, an end customer, an employee, or simply a member of our community; our company strives to please all of our stakeholders, actively taking the time to improve their life through tile.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
William W Lawrence, CPA, JD
Chief Financial Officer
Ann Telfeian
Chief Revenue Officer
Company data provided by crunchbase