Customer Experience Representative (Food & Beverage Manufacturer)

Baldwin Richardson Foods; Gananda (NY); On-site; USD 50,000 - 75,000; Full time

Job summary

Baldwin Richardson Foods is seeking a Customer Experience Representative in Gananda, NY to act as the voice of the customer, addressing concerns and supporting order placement and fulfillment. You will collaborate with sales, planning, and shipping to ensure clear communication, accurate pricing, and timely delivery while strengthening customer partnerships.

Strong written and verbal communication skills, along with a background in manufacturing or B2B service, are valued for successful

Qualifications

• High school diploma or equivalent; BS preferred in business, supply chain, communications, marketing or related.
• 5+ years of customer service experience; including manufacturing, business-to-business (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 (inventory shortages, delays, system errors) 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

Written communication

Verbal communication

Customer service

Education

High school diploma

BS preferred

Tools

SAP

Job description

Career Opportunities: Customer Experience Representative (Food & Beverage Manufacturer) (751)

Requisition ID751-Posted09/17/2026-BALDWIN RICHARDSON FOODS CO-Customer Experience-Supply Chain-Macedon-Customer Support

The Customer Experience Representitive position is instrumental in delivering an outstanding customer experience by acting as the voice of the customer, addressing customer concerns with a focus on root‑cause resolution, managing order placement and fulfillment, and proactively strengthening customer partnerships. The role collaborates with internal stakeholders to ensure customer expectations and requirements are clearly communicated and supported.

WHAT YOU WILL DO

Customer Support & Relationship Management

• 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 (inventory shortages, delays, system errors) 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.

WHAT YOU NEED TO BE SUCCESSFUL

• 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, business-to-business (BTB).


• Experience with ERP systems; SAP preferred.


• Strong written and verbal communications – primarily email communication.