Manager, Customer Experience
Position Summary:
The Manager, Customer Experience owns service and order-management strategy, sets escalation processes, and is accountable for service levels, fill rates, and customer satisfaction (CSAT). This role leads the Customer Experience team and partners cross-functionally with Supply Chain and Sales to ensure seamless order management and an exceptional customer experience to our retailers and distributors.
Key Responsibilities:
- Lead the Customer Experience function, overseeing customer service and order management operations from order entry through fulfillment and issue resolution.
- Develop and execute the customer service and order management strategy to improve operational performance and customer satisfaction.
- Own the end-to-end order-to-cash process, ensuring accurate order processing, timely fulfillment, and process consistency.
- Establish, implement, and govern customer service, order management, and escalation standards and procedures.
- Drive continuous improvement initiatives to enhance service levels, fill rates, operational efficiency, and the overall customer experience.
- Monitor and maintain accountability for key performance metrics, including service levels, fill rates, on-time order fulfillment, and customer satisfaction (CSAT).
- Serve as the primary operational liaison between customers and internal business partners, ensuring proactive communication and effective issue resolution.
- Lead the resolution of complex customer issues, service escalations, deductions, and order disputes while driving long-term corrective actions.
- Partner closely with Supply Chain, Sales, Logistics, and other cross-functional teams to optimize the order fulfillment process and cost-to-serve.
- Lead, coach, and develop the Customer Experience team, fostering a culture of accountability, collaboration, and continuous improvement.
- Oversee the effective use of SAP and ERP systems, ensuring process compliance, data integrity, and adherence to established operational standards.
- Analyze operational performance and customer trends to identify opportunities for process improvements and enhanced customer service.
Requirements:
- 8+ years of progressive experience in Customer Experience, Customer Service, Order Management, or Customer Operations within the Consumer Packaged Goods (CPG), Food & Beverage, Consumer Products, or Retail industries.
- 3+ years of leadership experience managing supervisors, managers, or team leads.
- Demonstrated success leading and developing high-performing customer service and operations teams.
- Strong experience leading customer service, customer experience, or order management functions, including ownership of end-to-end order-to-cash processes.
- Extensive experience using SAP, particularly the Sales & Distribution (SD) module, including order entry, pricing, delivery, billing, customer master data, and order management.
- Experience working with ERP systems; experience with SPS Commerce or similar EDI platforms is preferred.
- Proven ability to establish operational strategy, service standards, and escalation processes.
- Strong analytical, problem-solving, and decision-making skills with a focus on continuous improvement.
- Excellent communication, leadership, and cross-functional stakeholder management skills.
- Demonstrated track record of improving customer satisfaction (CSAT), service levels, fill rates, and operational efficiency.
The base salary for this position is between $101,000.00 and $122,000.00 per year. Actual compensation will depend on a variety of factors, including qualifications, experience, and location. This position may also be eligible for additional compensation and benefits, including an annual incentive bonus, medical/dental/vision insurance, life insurance, PTO/FTO, and a 401(k) plan with company match.
