Senior Customer Experience Leader – Packaging

Senior Customer Experience Leader – Packaging (Westfield, IN)

Are you a natural leader who thrives on developing teams, driving exceptional customer experiences, and building something meaningful?

At LINC Systems, we're looking for a high-potential Senior Customer Experience Representative ready to step into a leadership role with clear paths to Assistant Manager and then Manager. This is an ideal opportunity for someone currently in a senior customer service or team lead position who wants more impact, visibility, and growth—without the immediate pressure of a full management title.

Location & Work Style

• Based in Westfield, IN (easily commutable within a 25-mile radius, with convenient access via US 31 and proximity to growing northside suburbs).
• Start with 5 days on-site to build strong team connections and operational mastery.
• Transition to a flexible hybrid model (mix of in-office and work-from-home) as you demonstrate success—giving you better work-life balance while staying close to home.

What You'll Do You'll play a key leadership role supporting the Customer Experience Manager. You'll help run daily operations, coach and develop a high-engagement team, and lead initiatives that directly improve our customers' experience in the packaging industry. This includes hands-on process improvements, training, reporting (with AI assistance), and cross-functional collaboration that supports our sales team and drives business growth.

Key Responsibilities

• Empower and coach team members to deliver outstanding, high-impact customer experiences.
• Provide hands-on training, development, and performance coaching to build operational excellence.
• Lead process management, workflow optimization, and initiatives focused on customer satisfaction.
• Handle order entry, professional quote preparation, pricing strategy, order tracking, and expedites in partnership with Field Sales Reps and Purchasing.
• Analyze reports and trends (leveraging AI tools) to spot opportunities, resolve inefficiencies, and identify growth with existing customers.
• Foster a culture of transparency, collaboration, trust, and accountability—while celebrating individual and team wins to boost motivation and retention.
• Serve as a strong backup across the customer service team and collaborate effectively with all departments.
• Maintain expertise in key metrics, ERP/CRM systems, customer accounts, and blanket agreements.

What We're Looking For We're seeking a proactive leader with:

• Strong problem-solving skills and a collaborative, positive approach.
• Excellent interpersonal, written, and verbal communication (including clear, professional emails).
• Outstanding organization, attention to detail, critical thinking, and the ability to prioritize in a fast-paced environment.
• A genuine desire to grow into management, with a track record of building team motivation and accountability.
• Integrity, time management, and a customer-first mindset that extends to both external clients and internal stakeholders.

Why Join Us? This role offers more than a job—it's a career accelerator. You'll gain leadership experience in a supportive environment that values transparency and appreciation. Many in this position move up quickly to Assistant Manager and Manager levels. You'll enjoy the stability of an established company in the packaging sector, the energy of a growing team, and the convenience of a Westfield location with a future hybrid schedule.

If you're a strong communicator and team player who's ready to take the next step in your leadership journey—while staying within easy driving distance of home—we'd love to talk. This could be the move that unlocks your potential.