Customer Experience Manager (Logistics)
Position Summary
The Customer Experience Manager serves as the primary point of contact for international customers while coordinating export orders, international shipments, logistics communication, and documentation management. This role combines customer service, international logistics, and supply chain coordination.
Key Responsibilities
Serve as the primary point of contact for international customers regarding orders, shipment status, and service inquiries.
Maintain proactive communication with customers throughout the order lifecycle.
Provide shipment updates, loading schedules, delivery timelines, and issue resolution.
Build strong relationships with customers, distributors, suppliers, and logistics partners.
Cook up domestic and international shipments, including ocean and air freight.
Monitor shipments from order placement through final delivery.
Work closely with freight forwarders, carriers, transportation providers, warehouses, and internal teams.
Track shipments and proactively address delays, shortages, or service issues.
Support freight planning and shipment execution to ensure timely delivery.
Review shipping documentation for accuracy and completeness.
Capture shipment paperwork including invoices, packing lists, certificates, bills of lading, and other export documents.
Maintain accurate records related to shipments, claims, and customer orders.
Support compliance with applicable import/export and transportation requirements.
Investigate and resolve shipment discrepancies, delays, and customer concerns.
Cook with internal teams and external partners to implement solutions.
Manage claims and communicate updates through resolution.
Operate with a high level of responsiveness and professionalism during customer interactions.
Partner with Sales, Operations, Inventory, Logistics, Quality, and Warehouse teams to support customer requirements.
Identify opportunities to improve processes, service levels, and customer satisfaction.
Maintain key performance indicators and contribute to continuous improvement initiatives.
Qualifications
5+ years of experience in logistics, supply chain, transportation, customer service, 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.
Understanding of shipping documentation and order management processes.
Strong organizational, analytical, and problem-solving skills.
Preferred
International shipping or export logistics experience.
Experience supporting international customers, distributors, importers, or suppliers.
Knowledge of import/export documentation and freight processes.
Experience coordinating ocean freight and air freight shipments.
Food distribution, manufacturing, transportation, supply chain, or logistics industry experience.
Top Skills for Success
International Customer Communication
Export Logistics & Shipment Coordination
Freight & Transportation Management
Documentation Accuracy & Compliance
Issue Resolution & Relationship Management
Supply Chain Coordination
Ideal Backgrounds
International Logistics
Freight Forwarding
Export Operations
Transportation Management
Supply Chain Coordination
Customer-Facing Logistics
Account Management within Logistics or Distribution