Customer Experience Manager

Job Summary

The Customer Experience Manager is a critical member of our Organization, responsible for representing “The Voice of the Customer” in the end to end Supply Chain process. In this role the ideal candidate will lead a team of Customer Experience Analysts to drive supply chain performance improvements from Dorman through to our customer’s customer. Under the VP of Customer Solutions, this Customer Experience role is viewed as a Key Element of “Grand Central Station” within the Dorman enterprise. 

The Customer Experience Manager has direct responsibility for customer interactions and building collaborative supply chain relationships with key customer contacts. This position will drive solutions for customers related to process, communication, fill rate, order management, and supply chain improvement through collaboration with cross-functional teams. The Customer Experience Manager is responsible for managing and developing our Customer Experience Analysts. This contributor will also lead process improvement initiatives and projects to drive sustainability, scalability and efficiency within the Customer Experience team. This contributor should evaluate current Customer Experience duties and processes to determine if they are appropriately assigned and/or if there are better ways of doing them to reduce cost and time spent. This position supports cross-functional teams through management of the complete ‘order to cash’ process and is a critical role to the extended Supply Chain organization.

Primary Duties

• Lead/develop multiple Customer Experience Analysts to deliver value to both Dorman and our customers
• Act as primary liaison between Customer’s replenishment organization, Dorman Supply/Demand Planning, Sales, Product, and Operations to drive improvements in performance as measured by customer
• Lead development and maturation of monthly CPFR process (Collaborative Forecasting, Planning and Replenishment) for key customers to deliver exceptional supply chain performance and deliver value
• Develop, manage, and monitor Customer KPI’s, recommend plans for improvement as needed 
• Drive performance improvements through use of data and analytics
• Build and enhance customer relationships
• Identify gaps in service levels to limit potential fine or penalty exposure and initiate solutions
• Proactively identify opportunities for process improvement across all functions
• Lead/participate in special projects/company initiatives as needed
• Other duties as assigned

Qualifications

• Passion for improving business results through collaboration and use of analytics
• Knowledge of SAP, Excel, Business Objects preferred
• Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, and speak and actively listen.  Noise level is usually moderate.
• Physical Requirement: Capability to lift 20 pounds.

Education / Experience

• Bachelor’s degree in supply chain management, business management or another related discipline
• Minimum 3 years of experience in a customer facing role with demonstrated experience driving results through analytics, cross-functional collaboration, problem solving, and continuous improvement
• Previous management experience preferred

Core Values & Competencies