Director Customer Experience

SUN COMMODITIES INC•Pompano Beach, FL

About The Position

The Customer Experience Director is responsible for overseeing the end-to-end customer order fulfillment process while ensuring exceptional service, operational excellence, and customer satisfaction. This role serves as the primary leader for customer service, order management, export documentation, logistics coordination, freight scheduling, and commercial support activities. The Customer Experience Director works closely with Sales, Operations, Logistics, Finance, and customers to ensure orders are executed accurately, delivered on time, and managed profitably.

Requirements

Bachelor's degree in Business Administration, Supply Chain Management, Logistics, International Trade, or related field preferred.
years of customer service, logistics, supply chain, export operations, or order management experience.
years of leadership or management experience.
Experience in grocery, food distribution, consumer packaged goods, or international trade preferred.
Strong knowledge of export documentation, freight forwarding, and logistics management.

Responsibilities

Manage all customer orders from receipt through final shipment and invoicing.
Review, prepare, and distribute proforma invoices for customer approval.
Ensure order accuracy, pricing compliance, product availability, and customer requirements.
Coordinate with Sales and Operations teams to resolve order discrepancies and fulfillment challenges.
Collaborate with Finance to obtain customer credit approvals and maintain compliance with company credit policies.
Review customer payment status prior to order release.
Coordinate and monitor incoming wire transfers to ensure timely payment processing.
Resolve payment-related issues and maintain positive customer relationships.
Oversee the preparation, submission, and management of USDA export certificates and related documentation.
Ensure compliance with USDA regulations and international trade requirements.
Maintain accurate records and facilitate timely certificate approvals.
Act as liaison between AGS, regulatory agencies, and customers regarding export documentation.
Lead container optimization strategies to maximize freight efficiency and minimize transportation costs.
Analyze order volumes and product configurations to optimize container utilization.
Coordinate with warehouse and logistics teams to ensure efficient loading plans.
Continuously identify opportunities for shipping and cost improvements.
Manage relationships with freight forwarders, carriers, and logistics providers.
Oversee shipment booking, transportation scheduling, and export logistics.
Ensure shipments meet customer delivery requirements and regulatory standards.
Monitor logistics performance and proactively address transportation issues.
Maintain and communicate vessel sailing schedules to customers and internal stakeholders.
Track shipment milestones from departure through delivery.
Provide customers with timely updates regarding sailing dates, delays, arrivals, and documentation requirements.
Ensure alignment between customer expectations and shipping schedules.
Serve as the escalation point for customer service issues and inquiries.
Ensure prompt and professional resolution of customer concerns.
Develop and maintain strong customer relationships through proactive communication.
Monitor customer satisfaction metrics and implement continuous improvement initiatives.
Support the Sales team in developing and executing customer promotions, deals, and advertising programs.
Coordinate pricing implementation and promotional order execution.
Ensure advertised products are available and properly allocated.
Track promotional effectiveness and provide reporting to management.
Lead and develop the Customer Experience, Order Management, and Logistics Coordination teams.
Establish service standards, performance metrics, and operational procedures.
Coach and mentor team members to foster a customer-first culture.
Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
Collaborate cross-functionally with Sales, Finance, Purchasing, Operations, and Executive Leadership.