Customer Experience Manager

Customer Experience Manager (CEM)

Location : Bethlehem

Compensation : $60,000

Position Overview

Our client is seeking a Customer Experience Manager (CEM) to own and improve the day-to-day customer experience by managing order execution, customer communication, and cross-functional coordination. This individual will ensure customers receive accurate products on time while creating a seamless, proactive, and professional customer experience from order receipt through delivery.

This role is responsible for making customers feel confident that the organization is responsive, organized, and easy to do business with by owning the order-to-delivery process and serving as the primary point of contact for customer communication.

Key ResponsibilitiesOrder Processing & Order Accuracy

• Receive and process customer purchase orders.
• Provide customers with timely order confirmations.
• Validate item numbers, pricing, pack sizes, lead times, freight terms, and shipping information.
• Ensure accurate order entry and a smooth handoff to production planning and scheduling.

Purchase Order (PO) Revisions & Change Management

• Manage all purchase order revisions, including:
  • Quantity changes
  • Push-outs
  • Pull-aheads
  • Cancellations
• Maintain accurate revision tracking.
• Communicate changes effectively across internal departments to ensure alignment.

Product Availability & Customer Communication

• Coordinate with Production, Scheduling, and Procurement to confirm product availability.
• Proactively communicate:
  • Material shortages
  • Packaging delays
  • Capacity constraints
  • Production schedule changes
• Provide realistic shipping timelines and discuss available alternatives such as partial shipments or substitutions.

Customer Communication

• Serve as the primary customer contact throughout the order lifecycle.
• Deliver consistent, professional, and proactive communication.
• Develop communication standards and templates.
• Reduce inbound customer inquiries through timely status updates.

Customer Escalation Management

• Own customer service escalations from start to resolution.
• Coordinate internally to resolve:
  • Shipping errors
  • Shortages
  • Damaged shipments
  • Documentation issues
• Ensure customers receive timely follow-up and resolution.

Service Performance & Continuous Improvement

• Monitor On-Time In-Full (OTIF) performance.
• Identify recurring service issues and customer trends.
• Partner with Operations and Scheduling to improve delivery performance.
• Support corrective actions that improve overall customer satisfaction.

Standard Operating Procedures (SOPs)

Develop and maintain standardized processes for:

• Order entry
• Purchase order revisions
• Customer notifications
• Delay and shortage communication
• Credits and replacement coordination

Build scalable, repeatable processes that reduce reliance on tribal knowledge.

Order Execution & KPI Management

Measure and improve:

• Order entry accuracy
• Reduction in customer corrections
• Internal communication and revision accuracy
• Overall order execution performance

QualificationsRequired

• Bachelor's degree preferred; equivalent experience will also be considered.
• Strong organizational and process management skills.
• Excellent communication and interpersonal skills.
• Ability to confidently communicate difficult information to customers.
• Strong cross-functional coordination abilities.
• Comfortable managing multiple customer priorities simultaneously.
• Proficient with Microsoft Office Suite.
• Experience working with ERP systems preferred.
• Microsoft Dynamics Business Central experience is a plus

MOHR Talent is an equal-opportunity employer and complies with all applicable federal, state, and local nondiscrimination laws. We provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other protected status. If you believe you have been discriminated against or have concerns about our compliance, please contact our Human Resources department at ***email_hidden***