Customer Experience Director

Position Overview:

Orlando Food Sales Inc. (OFS)is seeking aCustomer Experience Directorto serve as the critical commercial operations link between Sales, Supply Chain, Marketing, and Finance. This role is responsible for driving efficient, scalable commercial processes while delivering a seamless, high-quality customer experience. The position overseesDemand Planning, Customer Care/Experience, Commercial Analytics & Finance, and Sales Support, ensuring strong cross-functional alignment to support revenue growth, margin expansion, and operational excellence. This is a highly entrepreneurial role that requires both strategic vision and hands-on execution. The position is in-office and reports directly to the CFO & Principal.

Key Responsibilities:

Demand Planning

• Lead forecasting, inventory planning, and supply chain coordination
• Improve forecast accuracy and align demand with inventory and supply
• Partner with Supply Chain to ensure on-time shipping and receiving
• Align promotional activity with inventory availability
• Optimize inventory levels to reduce stockouts and excess

Customer Care / Experience

• Transform Customer Care into a proactive, high-performing function
• Establish and enforce service standards, KPIs, and communication protocols
• Oversee order management to ensure accuracy and on-time fulfillment
• Improve response times, service consistency, and customer satisfaction
• Remove operational friction to enhance the overall customer experience

Commercial Analytics & Finance

• Lead sales analytics, reporting, and performance insights
• Analyze margins, pricing, and customer profitability (P&L)
• Monitor trade promotion effectiveness and ROI
• Manage deductions, claims, and dispute resolution
• Partner with Finance on forecasting, budgeting, and KPI tracking

Sales Support

• Oversee sales administration, CRM management, and reporting
• Improve ERP, CRM, and data systems utilization
• Support sales teams with tools, insights, and operational execution
• Ensure pricing accuracy, contract compliance, and data integrity
• Enable sales teams to focus on revenue-generating activities

Cross-Functional Leadership

• Serve as the operational link across Sales, Supply Chain, Marketing, Finance, and Regulatory
• Drive alignment, accountability, and process consistency across functions
• Identify root causes of issues and implement cross-functional solutions
• Build scalable processes to support growth and operational efficiency
• Develop and lead a high-performing, accountable team

Qualifications and Skills:

Education:

• Bachelor’s degree in Business, Supply Chain, Finance, or related field required; MBA or advanced degree preferred

Experience:

• 10+ years in commercial operations, sales operations, or business operations
• Experience in food importing, CPG, foodservice, or distribution
• Strong understanding of retail and foodservice channels
• Experience working with international suppliers preferred

Communication:

• Strong executive-level communication skills (written and verbal)
• Ability to communicate clearly across all levels of the organization and with external partners

Organizational Skills:

• Highly organized with the ability to manage multiple priorities and deadlines
• Strong attention to detail with a process-oriented mindset

Problem Solving:

• Analytical and data-driven approach to decision making
• Ability to identify root causes and implement effective, scalable solutions

Management Experience:

• Proven experience leading cross-functional teams
• Demonstrated ability to build, develop, and manage high-performing teams
• Experience driving accountability and performance through KPIs

Technical Skills:

· Sales forecasting and demand planning

· Inventory management and supply chain coordination

· Trade promotion management and ROI analysis

· Pricing strategy and margin analysis

· ERP systems (NetSuite, Microsoft Dynamics, or similar)

· CRM systems (HubSpot or similar)

· Data analysis and reporting (Advanced Excel, Power BI, Tableau)

· KPI development, dashboarding, and performance tracking

· Order management and order-to-cash process optimization

What We Offer:

· Final compensation will be determined based on experience, skills, and qualifications. OFS offers a competitive compensation package, including a base salary of$150,000 – $170,000and performance-based incentives, with total target compensation ranging from$180,000 – $200,000, aligned to key business outcomes such as revenue growth, margin expansion, and operational performance.

· Comprehensive benefits package including medical, vision, and dental, and PTO

· Eligibility to participate in 401k and pension plan after one year

· A collaborative and supportive work environment

· Monday–Friday, Typical hours are 8:30 am ET – 5:00 pm ET

If you are a proactive leader who takes ownership of processes, thrives in a cross-functional environment, and enjoys solving complex operational challenges while building scalable systems that enhance customer experience and drive business performance, we encourage you to apply.

About OFS:

Since 1948, we have been at the forefront of importing premium Italian ingredients, evolving into a full-service sales, marketing, and logistics partner for renowned global Italian brands. Recognizing that food quality in America often falls short of Italy’s exceptional standards, we set out to bridge this gap. Our mission is to improve food quality in North America by bringing the finest Italian flour, tomatoes, edible oils, cheeses, and preserved vegetables to our communities across the USA and Canada.

By focusing on a curated selection of complementary products, we ensure expertise and deliver unmatched value to our customers. Our impact spans the continent, collaborating with foodservice distributors and restaurateurs to supply, educate, and train clients in the food industry and retail sectors. Join us in our passionate pursuit of culinary excellence and be part of a team that brings the authentic taste of Italy to North American tables.

Pay: $180,000.00 - $200,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person