Customer Experience Manager

Job Summary: 

This position serves as the primary front-line contact for designated Watershed Foods customers, responsible for key aspects of day-to-day operations. The Customer Experience Manager strengthens customer relationships with professional execution and a proactive approach. 

The Customer Experience Manager is responsible for order entry and processing, OTIF monitoring and customer demand forecasting. This role also owns systems and data alignment for both Watershed and customer portals, executing customer, vendor and item setups. 

Along with their direct tasks, the Customer Experience Manager coordinates across departments to ensure timely and accurate fulfilment of orders and rapid resolution of issues. 

Key Responsibilities: 

• Accurately and efficiently enter all new orders. 
  • Ensure customer lead times, MOQs, and other parameters are correctly followed. 
  • Ensure correct pricing on all orders, matching ERP. 
  • Ensure order processing and visibility supports on time, in full achievement. 
  • Track and manage in-house orders, proactively identifying issues and supporting corrective actions. 
  • Manage day-to-day customer communication and ongoing relationships as it relates to order management. 
  • Enter and maintain precise data in the ERP system to ensure accuracy and integrity for order processing, inventory control, and cross-functional reporting. 
• Serve as the main point of contact for customer inquiries related to logistics, shipping, and invoicing, while collaborating with cross-functional teams to ensure accurate and timely responses. 
  • Monitor orders to ensure all are shipped to meet customer Key Performance Indicators (KPIs). 
  • Fields customer inquiries regarding logistics, shipping dates, invoices, etc. 
• Onboard new customers comprehensively and efficiently.
  • Setup relationship success with clarity on MOQs, lead times, and other parameters.
  • Ensure clean order to cash transactions with tested order processing and accurate customer/vendor paperwork. 
  • Understand customer’s KPI’s and performance benchmarks for reporting, validate feasibility and proactively identify issues. 
  • Enter and maintain precise data in the ERP system to ensure accuracy and integrity for order processing, inventory control, and cross-functional reporting. 
  • Update customer data sets and systems for all added items and item changes to ensure accuracy and integrity for order processing, inventory control, and cross-functional reporting. 
• Own customer portal management, including item setup, updates, and troubleshooting to ensure data accuracy and compliance. 
  • Provide the organization with an accurate customer forecast. 
  • Understand and use customer forecasting systems. 
  • Engage in forward demand conversation with customers. 
  • Enter customer forecast at appropriate levels and cadence with Watershed demand planning process.
  • Review and take corrective action on forecast misses.

Skills & Qualifications: 

• Previous experience in account management or customer service; experience working directly with major retailers is strongly preferred. 
• Demonstrates a strong ability to acquire knowledge of new industries, product lines, and customer environments. 
• Clear and confident communicator, comfortable working with customer contacts across various roles. 
• Strong technical skills, including experience with ERP systems, order processing and fulfillment platforms, and Microsoft Excel. Familiarity with Electronic Data Interchange (EDI) and Customer Point-of-Sale (POS) systems. 
• Excellent written, verbal, and presentation communication skills. 
• Highly organized with strong attention to detail. 
• Self-motivated with a proactive, solution-oriented mindset. 
• Strong interpersonal skills and proven ability to build and maintain lasting relationships. 
• Passionate about providing world-class customer service. 
• Comfortable working in a fast-paced, constantly evolving environment. 
• Demonstrates key Watershed values such as humility, trust, integrity, and teamwork. 
• Creative and critical thinker who thrives in dynamic environments, with the ability to navigate change, adapt quickly, and tackle new challenges with flexibility and confidence. 

• Experience with project management or customer service management (experience working directly with major retailers preferred).

Benefits: 

• PPO or HSA medical benefits with Employer Contributions.
• Dental, Vision, Life, AD&D, Disability insurance.
• 401K with a competitive company match.
• 8 Holidays, Vacation accrual, PTO program, Parental Leave.
• Attendance, Safety, Service Awards.
• Tuition Reimbursement Program.
• Uniform and Boots provision.
• Employee Assistance Program.
• Chaplain Program.
• Smart Dollar.
• Company Events and Luncheons.
• Paid Volunteer Days.
• Referral bonuses.