Customer Experience Manager (Logistics)

Customer Experience Manager

Belcamp, MD (100% Onsite) Direct Hire \| Up to $95,000\+ with flexibility for the right candidate

About the Role

Are you an experienced logistics professional who thrives in a fast-paced environment and enjoys building relationships, solving problems, and keeping shipments moving?

We are seeking a Customer Experience Manager to serve as a key point of contact between customers, carriers, freight providers, vendors, and internal teams. This position plays a critical role in ensuring seamless shipment execution, proactive customer communication, and exceptional service throughout the order lifecycle.

Responsibilities

• Serve as the primary point of contact for customer accounts
• Coordinate domestic and international shipments from order through delivery
• Communicate proactively with customers regarding shipment status, delays, and issue resolution
• Work closely with carriers, freight forwarders, transportation providers, and internal teams to ensure timely execution
• Prepare, review, and manage shipping documentation
• Monitor shipment progress and maintain visibility across all stages of the transportation process
• Troubleshoot logistics issues and coordinate resolutions with all stakeholders
• Support import/export activities and ensure documentation accuracy
• Build and maintain strong relationships with customers and logistics partners
• Assist with process improvements that enhance service levels and operational efficiency
• Manage multiple priorities in a fast-paced, customer-focused environment

Required Qualifications

• 3\+ years of experience in logistics, transportation, import/export operations, freight forwarding, supply chain, or customer-facing logistics roles
• Experience coordinating shipments and working directly with carriers, freight forwarders, transportation providers, or logistics partners
• Experience with shipping documentation such as Bills of Lading, commercial invoices, packing lists, airway bills, customs documentation, or related documents
• Strong customer service, communication, and relationship management skills
• Experience resolving shipment delays, transportation issues, or logistics exceptions
• Ability to manage multiple priorities and work independently in a fast-paced environment
• Proficiency with Microsoft Office and logistics, ERP, WMS, TMS, or freight management systems

Ideal Experience

• International shipping experience
• Ocean freight and/or air freight experience
• Import/export documentation and compliance
• Freight forwarding experience
• Experience supporting international customers
• CargoWise or similar logistics software experience
• Experience working with customs brokers, overseas agents, or international logistics partners
• Experience in a customer-facing logistics, account management, or customer experience capacity

Why Join?

• Opportunity to work with international customers and logistics partners
• High-impact role with visibility across the organization
• Collaborative, team-oriented environment
• Growing business with continued expansion opportunities
• Ability to make a direct impact on customer satisfaction and operational performance

Location:

Belcamp, MD

Schedule:

Full-Time, Onsite

Compensation:

Up to $95,000\+ with flexibility for the right candidate

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.