Sr CX Strategist

Job Summary

The Senior CX Strategist – Order Fulfillment serves as the cross-functional link between Sales, Customer Experience, Planning, Manufacturing, and Operations. The role aligns customer demand with operational capacity and fulfillment priorities across domestic, international, national, and specialty accounts. This includes monitoring open demand and service risks, supporting escalations, and coordinating readiness for current and new customers, new items, product changes, and shifts in demand.

The position ensures sales and operational teams have the requirements needed for successful execution. It also supports planning and process-improvement initiatives, develops customer and sales reporting, and analyzes fill rate, demand, and service performance to guide business decisions, customer communication, and the broader Voice of the Customer strategy.

Essential Job Responsibilities

• Review customer demand, open orders, fulfillment risks, and customer priorities. 
• Serve as the link between Sales, CX, Planning, and Operations to address demand and fulfillment gaps. 

• Serve as an escalation point for CX Leadership, Sales, and Operations when fulfillment is at risk. 
• Partner with Planning and Manufacturing to align production plans with customer demand and priorities. 
• Coordinate readiness for new items, item changes, new customers, and demand transitions. 
• Participate in readiness meetings with Sales, Product, RD&E, Planning, Operations, and CX. 
• Confirm demand forecasts, production priorities, launch timing, and operational risks before implementation. 
• Communicates to relevant teams ensuring the pricing, customer setup, product availability, order timing, and special requirements needed to support execution. 
• Communicate operational constraints and demand changes to Sales, CX, and other impacted teams. 
• Develop and maintain fill-rate and service reporting for specialty accounts, customers, Sales, and leadership. 
• Identify demand and fulfillment trends that may require changes to priorities, planning, or customer communication. 
• Align demand-experience reporting with the broader Voice of the Customer program. 
• Support customer and OMR communication plans when demand, availability, timing, or priorities change. 
• Support workflow improvements, ERP initiatives, inventory allocation projects, and new technical solutions. 
• Support Sales and Operations planning through customer demand insights and service-risk analysis.

Safety

• Practices safe work habits and follows general safety procedures such as proper lifting and bending, ergonomics, proper use of equipment and use of personal protection equipment (PPE).
• Practices good housekeeping including clutter-free work area and general cleaning; follows FDA product safety standards, follows IPC product defense standards and complies with all SQF requirements.
• Ensures lockout procedures are followed any time the equipment is being cleaned or maintained.

Product Safety and Quality

• Follows Product Safety and Quality standards.
• Follows FDA GMP’s regarding food contact packaging as it pertains to the employee.

Minimum Requirements (include education, experience, special skills, licenses and/or certifications required.)

• Bachelor’s Degree (BA or BS) or equivalent from a college/university or comparable work experience.
• Minimum 3 years of Customer Service Experience, experience with supply chain and inventory demand shipments is a plus.
• Demonstrated abilities in Microsoft Office, including Excel and Outlook is a must. 
• Experience working in ERP systems to manage and process orders (Epicor preferred) as well as Business Intelligent Tools for Reporting.
• Knowledge of inventory reservations and allocations process in order-to-cash/invoice solutions.
• Knowledge of supply chain demand and open order management for large customer portfolios.