Job Information
Tarbell Management Group Assistant Customer Experience Manager in Hogansburg, New York
The Assistant Customer Experience (CX) Manager plays a critical leadership and execution role within the Customer Experience Department, supporting the Customer Experience Manager in delivering consistent, thoughtful, and high-quality experience to customers across Mohawk Distribution (MD), Ohserase Manufacturing (OM) and its brands, and NECO Petroleum.
This role is responsible for day-to-day operational support of the CX team, direct involvement in customer service activities, and ownership of specific functional responsibilities, including customer rebate administration. The Assistant CX Manager helps ensure service standards are met, processes are followed accurately, and customer commitments are fulfilled with care, precision, and accountability. Guided by TMG Core Values, the Assistant CX Manager leads with professionalism, attention to detail, and a strong sense of ownership, while remaining adaptable to additional responsibilities that support the evolving needs of the Customer Experience Department.
Minium Qualifications
Associates degree or equivalent combination of education and experience.
Three (3) or more years of customer service, operations, or order management experience.
Demonstrated ability to manage complex details with accuracy and consistency.
Preferred Qualifications
Bachelors degree in business administration, Operations, Supply Chain, Finance, or a related field.
Proven experience in a phone-first, customer-facing role, where most of the customer communication and issue resolution occurred via inbound and outbound calls rather than in-person interaction.
Demonstrated experience supporting or managing rebate programs, invoicing, and customer-facing financial processes, with a strong emphasis on accuracy and compliance.
Hands-on experience using CRM and/or ERP systems to manage customer data, transactions, and service workflows.
Proven ability to lead, coach, or mentor a team in a customer-focused environment, with a track record of delivering reliable service and maintaining strong customer relationships.
Strong understanding of what drives customer satisfaction, including responsiveness, attention to detail, clear communication, and consistent follow-through.