Customer Experience Leader, Food Ingredients

Briess Industries; Chilton (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Briess Industries in Chilton, WI is seeking a Customer Service Manager to lead the customer service team, oversee end-to-end order management, and collaborate with Sales, Production, QA, Planning, Logistics, and Finance to deliver superior service in a food ingredients manufacturing setting.

The role demands strong leadership, ERP and MS Office proficiency, and a data-driven approach to process improvements.

Qualifications

• Requires customer service experience in a manufacturing environment.
• Supervisory or team leadership experience preferred.
• Strong understanding of order management and customer service processes in manufacturing.
• Excellent communication, problem-solving and conflict resolution skills.
• Strong organizational and time management abilities.
• Proficiency with ERP systems and Microsoft Office applications.
• Ability to analyze data and develop actionable recommendations.
• Demonstrated leadership and employee development skills.

Responsibilities

• Supervise, coach, train, and develop Customer Service Representatives.
• Establish performance expectations and monitor team performance metrics.
• Conduct performance evaluations and provide feedback.
• Foster a customer-focused culture emphasizing responsiveness and accuracy.
• Oversee end-to-end order fulfillment, including entry, changes, tracking, and follow-up.
• Coordinate with Sales, Production Planning, Supply Chain, and Logistics to meet delivery requirements.
• Serve as escalation point for customer concerns and build relationships with customers and distributors.
• Collaborate with Quality Assurance, Manufacturing, and Planning on issues and actions.
• Coordinate with Transportation and Logistics to ensure timely shipments.
• Support new product launches and customer onboarding.
• Adhere to safety, sanitation and GMP policies and regulations; Food Safety, SQF codes.

Skills

Customer service

Supervisory/Leadership

Order management

Communication

Problem-solving

Time management

ERP systems

Microsoft Office

Data analysis

Leadership development

Education

Bachelor’s degree or higher in Business Administration, Supply Chain Management, or related field

Equivalent combination of education and experience

Tools

ERP systems

Microsoft Office

Job description

Briess Industries in Chilton, WI is seeking a Customer Service Manager to lead the customer service team, oversee end-to-end order management, and collaborate with Sales, Production, QA, Planning, Logistics, and Finance to deliver superior service in a food ingredients manufacturing setting.

The role demands strong leadership, ERP and MS Office proficiency, and a data-driven approach to process improvements.