Customer Experience Manager

Qualifications

Key Responsibilities:

• Accurately and efficiently enter all new orders.
• Ensure customer lead times, MOQs, and other parameters are correctly followed.
• Ensure correct pricing on all orders, matching ERP.
• Ensure order processing and visibility supports on time, in full achievement.
• Track and manage in-house orders, proactively identifying issues and supporting corrective actions.
• Manage day-to-day customer communication and ongoing relationships as it relates to order management.
• Enter and maintain precise data in the ERP system to ensure accuracy and integrity for order processing, inventory control, and cross-functional reporting.
• Serve as the main point of contact for customer inquiries related to logistics, shipping, and invoicing, while collaborating with cross-functional teams to ensure accurate and timely responses.
• Monitor orders to ensure all are shipped to meet customer Key Performance Indicators (KPIs).
• Fields customer inquiries regarding logistics, shipping dates, invoices, etc.
• Onboard new customers comprehensively and efficiently.
• Setup relationship success with clarity on MOQs, lead times, and other parameters.
• Ensure clean order to cash transactions with tested order processing and accurate customer/vendor paperwork.
• Understand customer’s KPI’s and performance benchmarks for reporting, validate feasibility and proactively identify issues.
• Enter and maintain precise data in the ERP system to ensure accuracy and integrity for order processing, inventory control, and cross-functional reporting.
• Update customer data sets and systems for all added items and item changes to ensure accuracy and integrity for order processing, inventory control, and cross-functional reporting.
• Own customer portal management, including item setup, updates, and troubleshooting to ensure data accuracy and compliance.
• Provide the organization with an accurate customer forecast.
• Understand and use customer forecasting systems.
• Engage in forward demand conversation with customers.
• Enter customer forecast at appropriate levels and cadence with Watershed demand planning process.
• Review and take corrective action on forecast misses.

Skills & Qualifications:

• Previous experience in account management or customer service; experience working directly with major retailers is strongly preferred.
• Demonstrates a strong ability to acquire knowledge of new industries, product lines, and customer environments.
• Clear and confident communicator, comfortable working with customer contacts across various roles.
• Strong technical skills, including experience with ERP systems, order processing and fulfillment platforms, and Microsoft Excel.
• Familiarity with Electronic Data Interchange (EDI) and Customer Point-of-Sale (POS) systems.
• Excellent written, verbal, and presentation communication skills.
• Highly organized with strong attention to detail.
• Self-motivated with a proactive, solution-oriented mindset.
• Strong interpersonal skills and proven ability to build and maintain lasting relationships.
• Passionate about providing world-class customer service.
• Comfortable working in a fast-paced, constantly evolving environment.
• Demonstrates key Watershed values such as humility, trust, integrity, and teamwork.
• Creative and critical thinker who thrives in dynamic environments, with the ability to navigate change, adapt quickly, and tackle new challenges with flexibility and confidence.
• Experience with project management or customer service management (experience working directly with major retailers preferred).

Benefits

• PPO or HSA medical benefits with Employer Contributions.
• Dental, Vision, Life, AD&D, Disability insurance.
• 401K with a competitive company match.
• 8 Holidays, Vacation accrual, PTO program, Parental Leave.
• Attendance, Safety, Service Awards.
• Tuition Reimbursement Program.
• Uniform and Boots provision.
• Employee Assistance Program.
• Chaplain Program.
• Smart Dollar.
• Company Events and Luncheons.
• Paid Volunteer Days.
• Referral bonuses.