Customer Experience Logistics Manager

Join Acucraft Fireplaces, a leader in the fireplace industry, and become part of a passionate team dedicated to creating unforgettable experiences through innovative and custom fireplace systems. In the Customer‑Focused Logistics Manager role, your role will help drive customer satisfaction by working with all parties to deliver a smooth delivery. This hybrid position offers the opportunity to work in a dynamic, fast‑paced environment where responsiveness, professionalism, and a commitment to excellence are highly valued.

Acucraft stands out for its customer‑first approach, collaborative culture, and a dedication to quality, making it an exciting place to grow your career.

Job Title: Customer Experience Logistics Manager
Department: Operations/Supply Chain
Reports To: Director of Operations

Job Summary: The Customer Experience Logistics Manger is a pivotal role, owning the end-to-end delivery process with a primary focus on exceeding customer expectations. This leader will strategically manage transportation, warehousing, and order fulfillment to guarantee timely, accurate, and damage‑free deliveries, turning every logistical touchpoint into a positive customer interaction and building lasting satisfaction and loyalty.

• Customer‑Centric Strategy:
  Develop and implement logistics strategies that prioritize customer satisfaction, on‑time delivery, and order accuracy.
• Full Cycle Management:
  Oversee the full sales cycle, from quoting, working with Customer Experience Managers, to packaging and shipping to ensure smooth coordination with the customers.
• Carriers and Vendor Relations:
  Select, negotiate with, and manage relationships with carriers, freight forwarders, and suppliers to secure optimal service and rates that support customer needs.
• Real‑Time Monitoring & Problem Solving:
  Track shipments in real‑time, proactively identify potential delays, and swiftly resolve any issues or complaints to prevent disruption to the customer experience.
• Performance Metrics:
  Define, track, and analyze key performance indicators (KPIs) for delivery speed, accuracy, and customer feedback to drive continuous improvement.

• Proven experience in logistics management, with a strong emphasis on customer service delivery.
• Exceptional communications, negotiation, and interpersonal skills.
• Strong analytical skills and proficiency in logistics software.
• Ability to work under pressure, multitask, and resolve complex problems effectively.

Why This Role: This isn't just about moving shipments; it's about delivering promises. You'll be the champion for our customers, directly impacting retention and growth by making our fireplace deliveries the best in the industry.

• 401(k) and Company Match
• Health Insurance, Dental Insurance and Health Savings Account option available
• Employer paid Life Insurance and AD&D Insurance
• Volunteer Life Insurance also available
• Paid Time Off
• Quarterly Profit Sharing

Compensation: $60,000 + DOE