Customer Experience Lead

Location: Outside of Phillipsburg, NJ area
Job Type: Full-Time
Work Environment: On-Site

About the Role

We are seeking a highly organized, proactive Customer Experience Lead to own the day-to-day customer experience for a growing manufacturing organization. This is not a traditional customer service position. You will ensure customer orders are entered correctly, changes are communicated clearly, internal teams stay aligned, and customers always know where things stand. The goal is simple: make customers feel confident that the company is organized, responsive, reliable, and easy to do business with.

You will own the customer-facing side of the order-to-delivery process, working closely with production, scheduling, procurement, logistics, and other internal teams to ensure customers receive the right product at the right time with minimal friction.

Responsibilities

Own Customer Orders From the Start

• Receive and process customer purchase orders.
• Confirm orders have been received and processed.
• Review item numbers, pricing, pack sizes, lead times, freight terms, quantities, and ship-to information for accuracy.
• Identify discrepancies before they turn into customer problems.
• Ensure a clean handoff from order entry into production planning and scheduling.

Manage PO Changes & Revisions

• Manage customer pull-aheads, pushouts, cancellations, and quantity changes.
• Maintain accurate revision tracking.
• Communicate changes clearly across internal departments.
• Ensure production and supply chain teams are working from the customer's latest requirements.

Keep Customers Ahead of Problems

• Proactively communicate when issues arise, including:
  • Material shortages or delays
  • Packaging constraints
  • Capacity limitations
  • Production schedule changes
  • Changes to expected ship dates
• Work with internal teams to understand what's happening and then communicate realistic solutions and timelines, including partial shipments, revised delivery dates, and other available options.

Own Customer Communication

• Provide clear, professional, and consistent customer updates.
• Establish communication standards and follow-up expectations.
• Reduce unnecessary customer follow-ups through proactive communication.
• Build trust by communicating both good news and bad news confidently and professionally.

Be the Customer Escalation Owner

• Take ownership of resolving service issues, such as:
  • Shipping errors
  • Product shortages
  • Damaged shipments
  • Missing documentation
  • Order discrepancies
  • Delivery-related complaints
• Coordinate with the appropriate internal teams, keep the customer informed, and ensure every issue receives professional follow-through.

Improve On-Time, In-Full Performance

• Help the organization strengthen its OTIF (On Time, In Full) performance by identifying recurring service issues and helping eliminate them.
• Track customer service and order-execution issues.
• Identify patterns behind repeat misses.
• Partner with operations, production, and scheduling.
• Help implement corrective actions.
• Improve overall order reliability and customer confidence.

Build Better Processes

• Develop and improve SOPs for areas such as:
  • Order entry
  • Purchase order revisions
  • Customer notifications
  • Delay and shortage communication
  • Credits and replacements
  • Escalation management
  • Order change documentation
• Build repeatable processes instead of relying on tribal knowledge.

How Success Will Be Measured

• Order-entry accuracy
• Reduction in customer order corrections
• Fewer preventable order mistakes
• Improved communication around order changes
• Better internal alignment on customer requirements
• Stronger on-time, in-full delivery performance
• Fewer customer escalations caused by communication gaps

Requirements

• Experience in customer operations, order management, supply chain coordination, logistics, customer service leadership, or a similar environment.
• Experience managing customer orders and coordinating order execution across multiple departments.
• Strong organizational skills and attention to detail.
• Ability to manage changing priorities and customer requirements.
• Confident, professional communication style.
• Comfortable communicating delays, constraints, and other difficult information to customers.
• Strong cross-functional coordination skills.
• Proficiency with Microsoft Office.
• Experience working with an ERP system preferred.
• Experience with Microsoft Dynamics 365 Business Central is a plus.
• Bachelor's degree preferred; however, candidates with strong relevant experience, training, and demonstrated success are encouraged to apply.

This Role Could Be a Great Fit If You've Worked As

• Customer Experience Manager
• Customer Operations Manager
• Customer Service Manager
• Order Management Manager
• Customer Fulfillment Manager
• Customer Supply Chain Manager
• Customer Logistics Manager
• Sales Operations Manager
• Order Fulfillment Manager
• Customer Account Operations Manager

What This Role Is Not

This is not a catch-all administrative position. You will not be responsible for:

• Pricing strategy or contract negotiations
• Chasing or developing new business
• Plant scheduling
• Acting as a freight broker
• Running laboratory or quality testing
• Simply entering orders all day

This is an ownership role for someone who wants to improve how customers experience the business from the moment an order is received until the product is delivered.