Customer Experience Manager

Location: Belcamp, MD (LOCAL CANDIDATE ONLY at this time)
Schedule: Full-Time | Monday-Friday
Salary: $80,000 - $90,000 (depending on experience)

Position Summary

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

This role combines customer service, international logistics, and supply chain coordination. The ideal candidate will have experience working directly with customers, managing shipment-related issues, coordinating with freight providers, and ensuring orders move efficiently from placement through delivery.

The successful candidate is highly organized, detail-oriented, and comfortable working in a fast-paced environment while supporting customers, suppliers, distributors, and logistics partners across multiple international markets.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for international customers regarding orders, shipment status, and service inquiries.
• Maintain proactive communication with customers throughout the order lifecycle.
• Provide shipment updates, loading schedules, delivery timelines, and issue resolution.
• Build strong relationships with customers, distributors, suppliers, and logistics partners.

International Shipping & Logistics

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

Documentation & Compliance

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

Issue Resolution

• Investigate and resolve shipment discrepancies, delays, and customer concerns.
• Coordinate with internal teams and external partners to implement solutions.
• Manage claims and communicate updates through resolution.
• Maintain a high level of responsiveness and professionalism during customer interactions.

Cross-Functional Collaboration

• Partner with Sales, Operations, Inventory, Logistics, Quality, and Warehouse teams to support customer requirements.
• Identify opportunities to improve processes, service levels, and customer satisfaction.
• Monitor key performance indicators and contribute to continuous improvement initiatives.

Qualifications

Required

• 5+ years of experience in logistics, supply chain, transportation, customer service, export operations, or a related field.
• Experience coordinating domestic and/or international shipments.
• Strong customer communication and relationship management skills.
• Experience working with carriers, freight providers, vendors, suppliers, or distribution partners.
• Understanding of shipping documentation and order management processes.
• Strong organizational, analytical, and problem-solving skills.

Preferred

• International shipping or export logistics experience.
• Experience supporting international customers, distributors, importers, or suppliers.
• Knowledge of import/export documentation and freight processes.
• Experience coordinating ocean freight and air freight shipments.
• Food distribution, manufacturing, transportation, supply chain, o

  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.