Customer Experience Manager Jobs in Rochester, MN

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business — we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Position Overview

The Assistant Credit Manager supports the Corporate Credit Manager in overseeing credit, collections, and deductions activities across all Ashley locations. This role focuses on maintaining a clean accounts receivable balance, reducing deductions and open issues, ensuring timely collections, and enforcing company credit policies.

This position operates as a senior individual contributor and escalation point, working cross-functionally to resolve issues and improve overall AR performance.

Key Responsibilities

Credit, Collections & Deductions

• Monitor and manage credit, collections, and deductions activity across assigned territories
• Work to reduce deductions, returns, and allowance issues to maintain a clean AR balance
• Review customer accounts, past due balances, and credit exposure
• Perform collections activities and assist in resolving complex account issues
• Ensure credit policies and procedures are consistently followed
• Assist in managing bad debt exposure and recommend write-offs as needed

Account & Issue Resolution

• Serve as a point of escalation for Credit Specialists, customers, sales, and operations teams
• Respond to inquiries related to accounts, deductions, and payment issues
• Partner cross-functionally to resolve disputes and remove barriers to payment

Performance & Process Improvement

• Monitor key AR metrics, including aging, past due balances, deductions, and write-offs
• Identify trends and recommend solutions to improve collections and reduce deductions
• Conduct audits to ensure adherence to standard operating procedures
• Support continuous improvement initiatives to enhance efficiency and accuracy

Operational Support

• Maintain an assigned account portfolio/territory
• Report past due accounts and high-risk issues to leadership
• Provide insights and updates to the Corporate Credit Manager on performance and risks

Required Qualifications:

Education: Bachelor’s degree in Finance, Accounting, Business, or a related field preferred (or equivalent work experience)

Experience:

• 3–5+ years of experience in credit, collections, accounts receivable, or deductions management
• Experience working with high-volume AR portfolios and resolving complex customer account issues
• Strong understanding of credit policies, risk assessment, and collections processes
• Experience managing deductions, returns, and chargebacks preferred
• Proficiency with ERP systems and Microsoft Office (Excel, Outlook)
• Proven ability to analyze data, identify trends, and drive resolution of account issues
• Experience working cross-functionally with sales, customer service, and operations teams

Work Environment:

This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.

Benefits We Offer:

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values:

• Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.

• (Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.

• Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.

• Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.

• Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.

• Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.

• Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

Interested in learning more about Ashley Furniture’s Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:

Corporate Social Responsibility

View Our Corporate Brochure

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.

* Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.