Position Summary We are seeking an experienced and detail-oriented Customer Experience Manager (CXM) to oversee the customer order experience from initial order entry through fulfillment. This position plays a critical role in ensuring orders are processed accurately, efficiently, and in accordance with company policies, customer requirements, and contractual terms. The Customer Experience Manager will work closely with Sales, Finance, Operations, Procurement, and Fulfillment to resolve issues, improve processes, maintain accurate customer and order data, and provide visibility into operational performance. The ideal candidate is highly organized, analytical, customer-focused, and comfortable working across multiple departments and systems. This role is well suited for someone who enjoys solving problems, improving processes, and creating a seamless experience for both customers and internal teams. Order Management & Processing Manage the customer order lifecycle from order entry through fulfillment. Enter and process sales orders accurately within CRM and ERP systems. Review quotes, purchase orders, contracts, SKUs, part numbers, pricing, bundles, and configurations for accuracy. Manage order changes, revisions, cancellations, and customer requests. Identify and resolve order discrepancies before they impact fulfillment, billing, or the customer. Monitor open orders and proactively address potential delays or issues. Customer Experience Serve as a key point of contact for customer order-related questions and issues. Provide timely order confirmations, updates, and fulfillment information. Coordinate resolution of shipping, billing, configuration, and order discrepancies. Support enterprise and high-priority customers requiring specialized order management. Build strong relationships with internal teams to ensure customer commitments are met. Identify recurring customer issues and recommend improvements to prevent them from happening again. CRM & Data Management Maintain accurate customer, account, contact, and shipping information. Maintain product, SKU, and configuration data within applicable systems. Ensure order records contain appropriate documentation, approvals, and notes. Review CRM and order data for accuracy and completeness. Create and maintain reports and dashboards used by management. Support accurate sales and operational forecasting through reliable data. Cross-Functional Collaboration Partner closely with Sales, Finance, Operations, Procurement, and Fulfillment. Coordinate communication and handoffs throughout the order lifecycle. Escalate critical customer or operational issues to the appropriate leadership team. Assist with training new employees on order management procedures and systems. Help establish consistent processes across departments. Compliance & Process Controls Follow and enforce established approval and authorization procedures. Ensure orders are processed in accordance with company policies and contractual requirements. Maintain accurate and audit-ready documentation. Support SOC, ISO, and other applicable compliance initiatives. Identify potential process or control issues and communicate them to management. Reporting & Performance Management Track and report key operational and customer experience metrics. Monitor order accuracy, order processing time, order issue/error rate, backorder rate, on-time fulfillment, and issue resolution time. Prepare weekly, monthly, and quarterly reports for management. Identify trends, risks, and opportunities for operational improvement. Process Improvement & Automation Identify inefficiencies and bottlenecks within order management and quote-to-cash processes. Recommend improvements to CRM, ERP, eCommerce, and fulfillment workflows. Develop and maintain standard operating procedures (SOPs). Participate in system testing, implementation, and process changes. Support automation and system integration initiatives. Partner with leadership and cross-functional teams to improve efficiency, scalability, and the overall customer experience. Qualifications 3+ years of experience in customer experience, order management, sales operations, customer operations, or a related field. Experience working with CRM and/or ERP systems. Strong attention to detail and commitment to data accuracy. Excellent organizational and time-management skills. Strong written and verbal communication skills. Ability to manage multiple priorities and meet deadlines. Strong problem-solving and analytical skills. Ability to work effectively with multiple departments and levels of an organization. Proficiency with Microsoft Office, particularly Excel. Experience creating reports, dashboards, or operational metrics preferred. Experience with process improvement, automation, or system implementation preferred. Preferred Experience Experience with Salesforce or a similar CRM platform. Experience with ERP, order management, or eCommerce platforms. Experience working with B2B or enterprise customers. Experience with contract, purchase order, or quote review. Familiarity with SOC, ISO, or other business compliance requirements. Experience developing SOPs and training materials. What We're Looking For Customer-focused — Committed to providing a positive and reliable customer experience. Detail-oriented — Able to identify errors and inconsistencies before they become problems. Organized — Capable of managing multiple orders, priorities, and deadlines. Analytical — Comfortable using data to identify trends and improve performance. Proactive — Anticipates problems and takes action before they affect customers. Collaborative — Works effectively across departments to accomplish shared goals. Process-minded — Naturally looks for ways to make systems and workflows more efficient. Accountable — Takes ownership of issues and follows them through to resolution. Why Join Us? This is an opportunity to play an important role in improving the customer experience and operational efficiency of a growing organization. The Customer Experience Manager will have visibility across multiple areas of the business and will have the opportunity to make meaningful improvements to processes, systems, and the customer journey. Equal Opportunity Employer We are committed to providing equal employment opportunities to all qualified applicants and employees.

Pay:

$55,000.00 - $62,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person