Customer Experience Manager

Focus; Greensboro (NC); On-site; USD 65,000 - 75,000; Full time

Job summary

Focus in Greensboro, NC is seeking a Customer Experience Manager to serve as the first point of contact for external customers and process orders with accuracy and courtesy. The role includes scheduling inbound and outbound shipments, entering product data into inventory systems, providing shipping details, and maintaining positive customer relationships.

It also requires coordinating with warehouse teams, generating routine reports, and handling inquiries promptly.

Qualifications

• Ability to provide effective and timely communication.
• Ability to multi-task in a fast-paced environment.
• Manage priorities in a timely and efficient manner within deadlines.
• Accuracy in handling customers' orders.
• Strong customer service skills.
• Able to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to create routine reports and correspondence.
• Apply common sense understanding to follow written, oral or diagram form instructions.
• Strong analytical and interpersonal skills.

Responsibilities

• Serve as first point of contact with external customers and process orders.
• Schedule inbound and outbound shipments; enter product into inventory using Logiwa/Pinnacle/DataDocks.
• Receive and process all order releases, including updates and customer notification.
• Furnish shipping and tracking information to customers as required.
• Maintain positive customer relationships by responding to inquiries and complaints.
• Liaise between the warehouse and customer and assist with customer accounts and visits.
• Provide clerical support and generate requested reports.
• Perform other duties as assigned.

Skills

Communication skills

Multi-tasking

Customer service

Attention to detail

Analytical skills

Interpersonal skills

Microsoft Office

Education

College degree preferred

Tools

Logiwa

Pinnacle

DataDocks

Job description

Job Title

Customer Experience Manager

Reports to

Sr. Operations Manger / Director of Operations

Pay

$65k-$75k

Position Summary

The primary responsibility of this role will be to act as the first point of contact with external customers. Provide prompt, courteous and effective customer service in processing customer orders. The Client Services-Account Supervisor will schedule inbound containers/truckloads, process shipments requests in accordance to any specifications and respond to customer inquiries.

Essential Job Functions

Every effort has been made to identify the essential functions of this position but is not an all-inclusive list of duties that a Client Services-Account Supervisor may be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is an essential function of the position.

• First point of contact with external customer providing timely, prompt, courteous and effective communication and service. Process all customer orders in accordance to customer specifications
• Schedule all customer inbound and outbound product shipments; enter product into inventory using Logiwa/Pinnacle/DataDocks
• Receive and processes all order releases, including systems update and customer notification
• Furnish shipping and tracking information to customers as required
• Maintain positive customer relationship by responding to all inquiries and complaints shipments or inventory counts
• Act as liaison between the warehouse and customer in the administration of customer accounts. Participating in customer facility visits
• Provide clerical support services as required by customer: generating requested reports and responding to specific needs
• Performs other duties as assigned

Qualifications

• Ability to provide effective and timely communication
• Ability to multi-task in a fast-paced environment
• Manage priorities in a timely and efficient manner within critical deadlines
• Accuracy in handling customers' orders
• Strong customer service skills
• Able to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
• Ability to create routine reports and correspondence
• Apply common sense understanding to carry out instructions furnished in a written, oral or diagram form
• Able to deal with problems involving several concrete variables in standardized situations
• Strong analytical skills, as well as independent thinking/reasoning ability
• Strong interpersonal skills required
• Able to work effectively with a wide range of personnel
• Proficient in Microsoft Office

Education, Experiences, Certificates/Licenses and/or Registrations

• College degree preferred
• Six months to one year experience and/or training: or equivalent combination of education and experience will be considered

Work Environment and Safety Equipment Required

While performing the duties of this Job, the employee is regularly required to sit, walk and stand to perform work. The employee is required to reach with hands and arms, smell, talk and hear. The employee must be able to lift, push, pull or move up to ten (10) pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision and ability to adjust focus. The noise level in the office work environment is usually moderate. The overall work environment is a general warehouse/distribution environment with MHE operations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Fully enclosed shoes or safety shoes must be worn in designated areas
• Other PPE as required by the company

The Company reserves the right to add, modify, change or rescind the work assignments in accordance with business needs, and to make reasonable accommodations so that qualified employees can perform the essential function of the job.