Customer Experience Manager

Role Overview

The Customer Experience Manager owns the end-to-end customer experience for Klatch Coffee’s wholesale, ecommerce, and retail café channels, building and enforcing processes to ensure accurate, on-time orders and resolving issues when things go wrong.

What You Will Do

Key responsibilities include order fulfillment and accuracy, customer and account support, retail store escalations, technical troubleshooting, and process and team leadership.

Why It Might Be a Fit

The ideal candidate is passionate about building a customer-centric culture, taking personal accountability for team performance and customer retention, and has experience building or improving a process.

Requirements

• 3+ years in customer service, account management, or operations, ideally in food/beverage, CPG, or wholesale/ecommerce
• Demonstrated experience building or improving a process, not just following one
• Comfortable being both empathetic with upset customers and firm/organized on process
• Passionate about building a customer-centric culture, taking personal accountability for team performance and customer retention
• Experience with ecommerce platforms (Shopify), ERP (Sage Intaact), and Toast POS a plus
• Comfortable building and reading KPI dashboards (Order Accuracy, OTIF, response times, RMA trends) and translating them into action; CRM/ERP workflow automation experience a plus
• Strong written and verbal communication; calm under pressure