Customer Experience Manager

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Date: Nov 7, 2024

Location: Colmar, PA, US, 18915

Company: Dorman Products

Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering global organization offering an always-evolving catalog of automotive, heavy-duty and specialty vehicle products. Today, we have more than 3,500 employees across 28 different locations, with a family of brands that also includes SuperATV and Dayton Parts. Publicly traded under the stock ticker DORM, we had revenues surpassing $1.93 billion in 2023.

Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman.

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

Ethics and Integrity

Strategic Thinking and Execution

Business and Financial Acumen

Change Management and Influence

Emotional Intelligence and Empathy

Inspires and Builds Talent

Managing Performance

Developing Talent

Building and Supporting Teams

Solving Complex Problems

Resolving Conflict

Acting as a Champion for Change

Championing Customer Needs

Ideation and Innovation

Deliver Customer Value

Empower Our Contributors

Accountability for Results

Strive for Excellence

Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. EEO/AA Employer M/F/D/V. www.DormanProducts.com