B2B Customer Experience Specialist - Food & Beverage

Baldwin Richardson Foods Co.; Macedon (NY); Hybrid; USD 39,000 - 41,000; Full time

Benefits offered by this job

Vacation buy

Floating holidays

Health and wellness rebate

Tuition assistance

Job summary

Baldwin Richardson Foods Co. is seeking a Customer Experience Representative to be the voice of the customer in Macedon, NY. You will manage orders, onboard customers, and coordinate with internal teams to ensure accurate fulfillment and strong partnerships.

The role requires a HS diploma, 5+ years of customer service experience (manufacturing/BTB), and ERP familiarity (SAP preferred). BRF offers a comprehensive benefits package and growth opportunities.

Qualifications

• High school diploma or equivalent required; BS preferred in business, supply chain, communications, marketing or related.
• Five (5+) years of customer service-related experience; including manufacturing, BTB.
• Experience with ERP systems; SAP preferred.
• Strong written and verbal communications – primarily email communication.

Responsibilities

• Serve as the internal voice of the customer and build strong relationships with key contacts.
• Guide customers through onboarding, item setup, and ongoing account support.
• Communicate scheduling updates (holidays, plant closings) and coordinate plans accordingly.
• Receive, validate, and process customer orders and changes across all channels (EDI, portals, email, phone).
• Monitor and interpret order, inventory, and production data to ensure accurate fulfillment.
• Resolve urgent order issues and elevate when needed.
• Verify pricing and minimum order quantities to maintain accuracy.
• Work closely with sales, planning, shipping, quality, and other teams to meet customer requirements.
• Prepare customer and internal reports, including delivery performance and complaint trends.
• Track and document customer complaints, identify patterns, and partner with teams on corrective actions.
• Recommend and implement process improvements and support standardized workflows and cross training.

Skills

Customer service

Written communication

Verbal communication

Email communication

Education

High school diploma or equivalent

BS in business / supply chain / communications / marketing or related

Tools

SAP ERP

Job description

Baldwin Richardson Foods Co. is seeking a Customer Experience Representative to be the voice of the customer in Macedon, NY. You will manage orders, onboard customers, and coordinate with internal teams to ensure accurate fulfillment and strong partnerships.

The role requires a HS diploma, 5+ years of customer service experience (manufacturing/BTB), and ERP familiarity (SAP preferred). BRF offers a comprehensive benefits package and growth opportunities.