Customer Experience Manager

Location: Belcamp, MD
Schedule: Monday-Friday | Full-Time (40-45+ hours per week)
Salary: $85,000-$95,000 (flexibility based on experience and alignment with the role)

Position Summary

Our client is seeking a Customer Experience Manager to serve 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. The ideal candidate will have experience communicating with customers, managing shipment-related issues, coordinating with carriers and logistics providers, and supporting export orders from placement through delivery.

The successful candidate thrives in a fast-paced environment, understands the importance of accurate shipping documentation, and enjoys building strong customer relationships while solving logistics challenges.

Key Responsibilities

Customer Relationship Management

• 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.

International Logistics & Shipping

• 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.
• Assist with freight coordination and transportation planning to support efficient and cost-effective shipment execution.

Documentation & Compliance

• Review shipping documentation for accuracy and completeness.
• Coordinate 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.

Issue Resolution

• 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.

Cross-Functional Collaboration

• Partner with sales, operations, inventory, quality, production, and logistics teams to meet customer expectations.
• Support continuous improvement initiatives that enhance service levels and operational efficiency.
• 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.

Why You'll Be Successful

• You enjoy building strong relationships and serving as a trusted resource for customers.
• You take ownership of issues and proactively drive solutions.
• You are highly organized and detail-oriented.
• You communicate effectively with customers, vendors, and internal teams.
• You thrive in environments where logistics, customer service, and operations intersect.
• You understand that accuracy, communication, and follow-through are critical to customer success.