Customer Experience Manager (Logistics)

Customer Experience Manager

Location: Belcamp, MD

Schedule: Full-Time | Monday-Friday

Salary: $80,000 - $95,000

Position Summary

Our client is seeking a Customer Experience Manager to serve as the primary point of contact for customers while coordinating export orders, shipment execution, logistics communication, and documentation management.

This role combines customer service, international logistics, and supply chain coordination. The ideal candidate will have experience communicating with customers, distributors, suppliers, and logistics providers while managing shipments from order placement through final delivery.

The successful candidate is highly organized, detail-oriented, and comfortable working in a fast-paced environment where customer communication, shipment accuracy, and problem resolution are critical.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for customers regarding orders, shipments, delivery schedules, and service-related inquiries.
• Maintain proactive communication with customers throughout the order lifecycle.
• Build and maintain strong relationships with customers, vendors, suppliers, and logistics partners.
• Provide shipment updates, resolve issues, and ensure a positive customer experience.

International Shipping & Logistics

• Coordinate domestic and international shipments, including ocean and air freight.
• Monitor shipments from order placement through final delivery.
• Work closely with carriers, freight providers, warehouses, and internal teams to ensure successful execution.
• Track shipments and proactively address delays, shortages, or service disruptions.
• Support transportation planning and freight coordination activities.

Documentation & Compliance

• Review shipping documentation for accuracy and completeness.
• Coordinate invoices, packing lists, bills of lading, certificates, and other shipment-related documentation.
• Maintain accurate records related to orders, shipments, claims, and customer communications.
• Support compliance with transportation, import/export, and regulatory requirements.

Issue Resolution

• Investigate and resolve shipment discrepancies, delivery delays, and customer concerns.
• Coordinate with internal teams and external partners to implement solutions.
• Manage claims and communicate updates throughout the resolution process.
• Escalate critical issues as needed while maintaining excellent customer service.

Cross-Functional Collaboration

• Partner with Sales, Operations, Inventory, Logistics, Warehouse, and Quality teams to meet customer expectations.
• Monitor service levels and identify opportunities for process improvement.
• Contribute to continuous improvement initiatives that enhance customer satisfaction and operational performance.

Qualifications

Required

• 5+ years of experience in logistics, supply chain, transportation, customer service, account management, or export operations.
• Experience coordinating shipments and working with transportation or logistics providers.
• Strong customer communication and relationship management skills.
• Experience working with vendors, suppliers, carriers, freight providers, or distribution partners.
• Strong organizational, analytical, and problem-solving abilities.
• Proficiency with Microsoft Office and ERP/business systems.

Preferred

• International shipping or export logistics experience.
• Knowledge of shipping documentation and import/export processes.
• Experience with ocean freight, air freight, or freight forwarding.
• Experience supporting international customers, distributors, or suppliers.
• Experience working with shipping documentation including bills of lading, commercial invoices, packing lists, certificates of origin, customs paperwork, and export compliance documentation.
• Background in logistics, transportation, supply chain, distribution, manufacturing, or food-related industries.

Top Skills for Success

• International Customer Communication
• Logistics & Shipment Coordination
• Import/Export Documentation
• Freight & Transportation Management
• Problem Resolution
• Relationship Management
• Supply Chain Coordination

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.