Customer Experience Manager
Position Summary
The Customer Experience Manager serves as the primary point of contact for customers while overseeing international order execution, shipment coordination, logistics communication, and documentation management. This role combines customer service, international shipping, and operational coordination.
Key Responsibilities
Serve as the primary point of contact for customers regarding orders, shipment status, delivery updates, and service-related inquiries.
Maintain proactive communication with customers throughout the order lifecycle.
Build and maintain strong relationships through professionalism, responsiveness, and consistent follow-up.
Communicate shipment schedules, loading dates, delivery timelines, and order status updates.
Manage customer expectations and ensure a positive customer experience.
Cook up and coordinate domestic and international shipments, including ocean and air freight.
Work closely with carriers, freight forwarders, logistics providers, warehouses, and internal teams to ensure timely order fulfillment.
Monitor shipments and proactively address delays, service disruptions, or transportation issues.
Track orders from receipt through delivery, ensuring all milestones are completed accurately and on time.
Aid in freight coordination and transportation planning to support efficient and cost-effective shipment execution.
Review shipping documentation for accuracy and completeness.
Cook up required documentation including invoices, packing lists, certificates, and shipment records.
Ensure shipping documents are delivered to appropriate parties in a timely manner.
Maintain organized and accurate records of shipments, orders, and claims.
Support compliance with applicable shipping, transportation, and export requirements.
Investigate and resolve shipment discrepancies, delivery delays, documentation issues, and customer concerns.
Work collaboratively with customers, carriers, vendors, and internal teams to develop effective solutions.
Manage claims and support the resolution process from initiation through closure.
Escalate critical issues as needed while maintaining a high level of customer service.
Partner with sales, operations, inventory, quality, production, and logistics teams to meet customer expectations.
Track customer service performance and identify trends or recurring issues.
Recommend process improvements to improve customer satisfaction and operational effectiveness.
Qualifications
5+ years of experience in customer service, logistics, supply chain, transportation, export operations, or a related field.
Experience coordinating domestic and/or international shipments.
Strong customer communication and relationship management skills.
Experience working with carriers, freight providers, vendors, suppliers, or distribution partners.
Knowledge of shipping documentation, order management, and logistics processes.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Strong organizational, analytical, and problem-solving skills.
Proficiency with Microsoft Office and business systems/ERP platforms.
Preferred Qualifications
Experience supporting international customers, distributors, importers, or suppliers.
Knowledge of import/export processes and shipping documentation.
Experience coordinating ocean freight and air freight shipments.
Background in food distribution, manufacturing, logistics, transportation, or supply chain operations.
Experience working in customer-facing logistics or account management roles.