Customer Experience Manager

Dorman - Colmar, PA

Full-time - Mid Level

Colmar, PA

1,001-5,000 employees

Specialty Trade Contractors

About the position

The Customer Experience Manager at Dorman Products plays a vital role in representing the voice of the customer throughout the supply chain process. This position involves leading a team of Customer Experience Analysts to enhance supply chain performance and improve customer interactions. The manager will collaborate with various departments to drive solutions related to order management, communication, and process improvements, ensuring a seamless experience for customers.

Responsibilities

• Lead and develop multiple Customer Experience Analysts to deliver value to both Dorman and customers.
• Act as the primary liaison between the customer's replenishment organization and Dorman's Supply/Demand Planning, Sales, Product, and Operations teams to drive performance improvements.
• Lead the development and maturation of the monthly CPFR process for key customers to enhance supply chain performance.
• Develop, manage, and monitor Customer KPIs, recommending improvement plans as necessary.
• Drive performance improvements through data and analytics.
• Build and enhance customer relationships.
• Identify service level gaps to limit potential fines or penalties and initiate solutions.
• Proactively identify opportunities for process improvement across all functions.
• Lead or participate in special projects and company initiatives as needed.
• Perform other duties as assigned.

Requirements

• Bachelor's degree in supply chain management, business management, or a related discipline.
• Minimum 3 years of experience in a customer-facing role with demonstrated experience in driving results through analytics, cross-functional collaboration, problem-solving, and continuous improvement.
• Previous management experience preferred.
• Passion for improving business results through collaboration and analytics.
• Knowledge of SAP, Excel, and Business Objects preferred.