Customer Experience Manager

Job Description

Job Description

The Customer Experience Manager is responsible for managing the daily flow of orders from job creation through shipping, payment, customer communication, and job closing. This role supports the sales team, warehouse, accounting, and customers to make sure the entire process runs smoothly, accurately, and efficiently.

This position is a key connection point between departments and helps keep the company organized from the time an estimate becomes a job until the order is completed and closed.

Key Responsibilities

Sales and Order Support

• Convert estimates into jobs and charge customers correctly.
• Create and manage jobs in Workiz for Henry, Justin, and other team members.
• Review customer orders for accuracy.
• Send invoices, close completed jobs, and print orders for Avi, Jacob, AJ, and others.
• Assist the sales team with questions, shipping pricing approvals, customer issues, and order needs.
• Send new leads to the sales team and help support team motivation, communication, and accountability.
• Complete daily sales reports and support all general back-office needs.

Shipping Management

• Manage daily shipping operations for customer orders.
• Compare rates between shipping companies and schedule freight and small package shipments, including FedEx.
• Provide shipping quotes to the sales team and customers.
• Track shipments, send tracking numbers, and update customers on delays or delivery status.
• Handle shipping problems and work with carriers to resolve issues.
• Maintain the shipping spreadsheet and shipping payment list.
• Review shipping invoices, track charges, and process payments for carriers such as SAIA.

Payments, Net 30, and Documentation

• Manage the Net 30 customer list, track dates, and ensure all information is complete.
• Organize and maintain the Net 30 book.
• Collect tax-exempt forms and Net 30 forms.
• Deposit checks and close Net 30 jobs.
• Track payments, missing documents, and open customer files.

Inventory and Warehouse Coordination

• Update and track parts inventory.
• Monitor daily warehouse cuts and update Shopify inventory.
• Coordinate pickup orders with Avi and customers.
• Help prepare Ultra Cycle stickers and other order materials.

Customer Service, Warranty, and Replacements

• Handle warranty and replacement issues.
• Call customers to understand concerns, provide updates, and ensure they are satisfied.
• Coordinate replacement orders, shipping updates, and follow-up communication.

Required Skills

• Strong organization and attention to detail.
• Ability to manage multiple tasks at once.
• Strong communication with customers, sales, warehouse, vendors, and management.
• Experience with order processing, shipping, invoicing, customer service, and spreadsheets.
• Ability to solve problems quickly and professionally.
• Comfortable using systems such as Workiz, Shopify, shipping platforms, and spreadsheets.
• Positive attitude and ability to help keep the team moving forward.

Success in This Role Looks Like

• Orders are processed accurately and on time.
• Customers receive clear communication and tracking updates.
• Shipping issues are handled quickly.
• Sales, warehouse, and accounting stay aligned.
• Net 30 accounts, invoices, payments, and forms are organized.
• Inventory is updated correctly.
• Jobs are properly created, shipped, paid, and closed.
• The full process runs smoothly from start to finish

Compensation - $43,000/annually

\nCompany Description

SGD Springs is a leading U.S. manufacturer and supplier of high-quality garage door torsion springs and hardware. We are committed to delivering durable, precision-engineered products built from proprietary carbon steel to meet the highest industry standards.

At SGD Springs, we're more than a supplier; we're your dedicated partner in garage door solutions. Our Carbon Steel springs are engineered to outlast the competition, and our ready-to-ship inventory ensures your projects stay on track.

Company Description

SGD Springs is a leading U.S. manufacturer and supplier of high-quality garage door torsion springs and hardware. We are committed to delivering durable, precision-engineered products built from proprietary carbon steel to meet the highest industry standards.\r\n\r\nAt SGD Springs, we're more than a supplier; we're your dedicated partner in garage door solutions. Our Carbon Steel springs are engineered to outlast the competition, and our ready-to-ship inventory ensures your projects stay on track.