Associate, Customer Excellence

Primient; Decatur (IL); On-site; USD 54,000 - 67,000; Full time

Benefits offered by this job

Competitive Pay

Healthcare plans

401(k) with company matching

Paid holidays & vacation

Parental leave

Learning & development programs

Job summary

Primient is seeking an Associate, Customer Excellence to serve as the main liaison for customers, handling orders, quotes, contracts, and shipment tracking. You will collaborate with Sales, Supply Chain and Production Planning to ensure accurate communications and timely resolutions.

The role requires 2+ years in customer service, a Bachelor's degree (preferred), and familiarity with SAP or similar ERP systems.

Qualifications

• CRM knowledge and IT principles.
• Experience with order management systems (e.g., SAP).
• Best practices in customer service.
• Proficiency with Microsoft applications.

Responsibilities

• Serve as primary contact for customers, managing orders, contracts, quotes, and shipments.
• Collaborate with internal teams to address customer concerns and delays.
• Process quality notifications, returns, claims, and invoices.
• Manage EDI transactions and customer portal activities.

Skills

CRM knowledge

IT principles

Order management

Customer service

Communication skills

Relationship building

Problem solving

Attention to detail

Education

Bachelor's degree (preferred)

Tools

SAP

Microsoft Applications

Job description

Associate, Customer Excellence | PrimientAbout PrimientPrimient is a century old company with an entrepreneurial spirit. We are a leading producer of food and industrial ingredients made from plant-based, renewable sources. We deliver value through deep technical, commercial, and operational excellence that is backed by our long-standing corn wet milling heritage. Wherever we are in the process, from field to customer, our priorities are focused on ensuring we produce the safest, highest quality products through practices that uphold both our responsibility and commitments to the challenge and drive for excellence, our people and our planet. We are a privately held company with locations across the US, Mexico, Poland, and Brazil. W e’re investing in our plants and people to unlock our potential in the industrial and food sectors. Guided by our values of Safety, Excellence, Integrity, and Growth, we’re focused on growing our business, our reputation, and the career of every teammate.About the RoleThe Associate, Customer Excellence sits within Customer Excellence and is dedicated to providing a high level of service to both internal and external customers. Partnering with sales, this role manages customer relationships and sets expectations to ensure customer satisfaction. As the primary point of contact, the Associate, Customer Excellence acts as the liaison across multiple departments, ensuring effective communication among stakeholders.The role is responsible for account management responsibilities from order entry to invoicing and helping to drive the company’s strategy forward as a valued added supplier.Key responsibilities : Associate, Customer ExcellenceCustomer Interaction and Order Management: Serve as first point of contact for customers, managing orders, contracts, quotes, and tracking shipments. Ensure accuracy for export documentation and respond to product information requests.Cross-Functional Collaboration: Collaborate with internal teams (Supply Chain, Sales, Transportation, Production Planning) to address customer concerns, resolve delays, and manage communication.Complaint and Claims Resolution: Process quality notifications, returns, claims and invoices, promptly to maintain strong customer relationships.EDI and Data Management: Manage electronic data interchange (EDI) transactions (e.g., orders, shipment notices, COA, invoices) and oversee customer portal activities, including purchase orders (PO) and invoice corrections.Reporting and Escalations: Monitor and manages daily reports, flag issues, track LTA complaints, and escalate urgent matters to Sales and Management as needed.About YouKnowledgeCustomer Relationship ManagementInformation Technology principlesOrder Management and systems such as SAPBest Practices in Customer ServiceMicrosoft ApplicationsSkillsExcellent verbal & written communication skillsRelationship building & developmentProblem solvingStrong attention to detailMindsetsCollaborativeAction-orientedComposure under pressureCustomer focusedContinuous improvement approachFlexible & AdaptableRequired and Preferred Education/CertificationBachelors Degree (preferred)Required and Preferred Work Experience2+ years of customer service experience (required)Experience in a food manufacturing environment (preferred)Total RewardsThe annual pay range estimated for this position is $53,777.60 - $67,222.00 + overtime and is bonus eligible.Please note that while this range reflects the full spectrum of compensation available for this role, individual compensation will be determined based on several factors including your experience, skills, and alignment with the role's responsibilities. During the interview process there will be an opportunity to discuss how your background fits into the pay range.We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes :Competitive PayMultiple Healthcare plan choicesDental and vision insuranceA 401(k) plan with company and matching contributionsShort- and Long-Term DisabilityLife, AD&D, and Voluntary Insurance plansPaid holidays & vacationFloating days offParental leave for new parentsEmployee resource groupsLearning & development programsFun culture where you have an opportunity in shaping our futureCareer Path & CulturePrimient is committed to a workplace that is all in – ensuring everyone has the opportunity to develop and shape a career that matters in an open culture which embraces equity, diversity and belonging. We challenge old ways of thinking; and encourage employee voices to be a guiding force for ongoing learning.Primient supports a culture of inclusion that respects individual strengths, views, and experiences. We believe our differences make better decisions, drive excellence, and deliver better business results. Primient employees experience autonomy and accountability in their role. Here, employees control their destiny as there is opportunity for career growth and pathways outside the norm.Diversity, Equity, Inclusion & BelongingWe are believers in the power of difference. We strive to represent the communities in which we operate and to provide an inclusive, welcoming environment for all. We want Primient to be a place where every employee feels they belong and knows they are seen, heard, valued and safe to speak up. Our aspiration is to unlock the full potential in diverse perspectives, while offering everyone an equal chance to grow,Primient is an equal opportunity employer, committed to the strength of an inclusive workforce .California Consumer Privacy Act (\"CCPA\")The Company is committed to complying with the California Consumer Privacy Act (“CCPA”) and all data privacy and laws in the jurisdictions in which it recruits and hires employees. We collect the following categories of personal information for the purpose of hiring the best qualified applicants and to comply with applicable employment laws: Name and contact information; Job preference and work availability; Social Security Number and/or other identification information; Education and qualifications; Employment history and experience; Military service; Reference and background check information, including relevant criminal history and credit history; Social media information; Pre-employment test results; Post-offer medical examination information and results, including drug test results; Voluntary self-disclosure information regarding minority, veteran, and disability status; and Information provided by you during the hiring process.