Customer Experience Lead

Customer Experience Lead

Location: Outside of Phillipsburg, NJ areaJob Type: Full-TimeWork Environment: On-SiteOwn the Customer Experience From Order to DeliveryWe are seeking a highly organized, proactive Customer Experience Manager (CEM) to take ownership of the day-to-day customer experience for a growing manufacturing organization.This is not a traditional customer service position.

You will be the person who makes sure customer orders are entered correctly, changes are communicated clearly, internal teams stay aligned, and customers always know where things stand.The goal is simple: make customers feel confident that the company is organized, responsive, reliable, and easy to do business with.You will own the customer-facing side of the order-to-delivery process, working closely with production, scheduling, procurement, logistics, and other internal teams to make sure customers receive the right product at the right time with minimal friction.What You'll Be Responsible ForOwn Customer Orders From the StartReceive and process customer purchase orders.Confirm orders have been received and processed.Review item numbers, pricing, pack sizes, lead times, freight terms, quantities, and ship-to information for accuracy.Identify discrepancies before they turn into customer problems.Ensure a clean handoff from order entry into production planning and scheduling.Manage PO Changes & RevisionsCustomer requirements change, and you'll make sure nothing gets lost in the process.Manage customer pull-aheads, pushouts, cancellations, and quantity changes.Maintain accurate revision tracking.Communicate changes clearly across internal departments.Make sure production and supply chain teams are working from the customer's latest requirements.Keep Customers Ahead of ProblemsCustomers shouldn't have to chase you for updates.You'll proactively communicate when issues arise, including:Material shortages or delaysPackaging constraintsCapacity limitationsProduction schedule changesChanges to expected ship datesYou'll work with internal teams to understand what's happening and then communicate realistic solutions and timelines, including partial shipments, revised delivery dates, and other available options.Own Customer CommunicationProvide clear, professional, and consistent customer updates.Establish communication standards and follow-up expectations.Reduce unnecessary customer follow-ups through proactive communication.Build trust by communicating both good news and bad news confidently and professionally.Be the Customer Escalation OwnerWhen a service issue occurs, you'll take ownership of getting it resolved.Examples may include:Shipping errorsProduct shortagesDamaged shipmentsMissing documentationOrder discrepanciesDelivery-related complaintsYou'll coordinate with the appropriate internal teams, keep the customer informed, and ensure every issue receives professional follow-through.Improve On-Time, In-Full PerformanceYou'll help the organization strengthen its OTIF — On Time, In Full — performance by identifying recurring service issues and helping eliminate them.Track customer service and order-execution issues.Identify patterns behind repeat misses.Partner with operations, production, and scheduling.Help implement corrective actions.Improve overall order reliability and customer confidence.Build Better ProcessesA major part of this role is helping create a more scalable and disciplined customer experience operation.You'll develop and improve SOPs for areas such as:Order entryPurchase order revisionsCustomer notificationsDelay and shortage communicationCredits and replacementsEscalation managementOrder change documentationThe objective is to build repeatable processes instead of relying on tribal knowledge.How Success Will Be MeasuredYou'll have a direct impact on key customer experience and operational metrics, including:Order-entry accuracyReduction in customer order correctionsFewer preventable order mistakesImproved communication around order changesBetter internal alignment on customer requirementsStronger on-time, in-full delivery performanceFewer customer escalations caused by communication gapsWho We're Looking ForThe ideal candidate is someone who is organized, process-driven, confident, and exceptionally strong at coordinating people and information.You should be comfortable managing multiple customer priorities at once and communicating clearly when something doesn't go according to plan.QualificationsExperience in customer operations, order management, supply chain coordination, logistics, customer service leadership, or a similar environment.Experience managing customer orders and coordinating order execution across multiple departments.Strong organizational skills and attention to detail.Ability to manage changing priorities and customer requirements.Confident, professional communication style.Comfortable communicating delays, constraints, and other difficult information to customers.Strong cross-functional coordination skills.Proficiency with Microsoft Office.Experience working with an ERP system preferred.Experience with Microsoft Dynamics 365 Business Central is a plus.Bachelor's degree preferred; however, candidates with strong relevant experience, training, and demonstrated success are encouraged to apply.This Role Could Be a Great Fit If You've Worked As A:Customer Experience Manager, Customer Operations Manager, Customer Service Manager, Order Management Manager, Customer Fulfillment Manager, Customer Supply Chain Manager, Customer Logistics Manager, Sales Operations Manager, Order Fulfillment Manager, or Customer Account Operations Manager.What This Role Is NotThis is not a catch-all administrative position.You will not be responsible for:Pricing strategy or contract negotiationsChasing or developing new businessPlant schedulingActing as a freight brokerRunning laboratory or quality testingSimply entering orders all dayThis is an ownership role for someone who wants to improve how customers experience the business from the moment an order is received until the product is delivered.If you're the person who naturally keeps customers informed, catches problems before they escalate, brings different departments together, and creates better processes along the way, we'd like to hear from you. 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 hr@themohrgrp.com