Customer Experience Representative (Food & Beverage Manufacturer)

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

Job summary

Baldwin Richardson Foods is seeking a Customer Experience Representative to act as the voice of the customer in Macedon, NY. You will guide onboarding, manage orders across channels, and collaborate with sales and planning to ensure accurate fulfillment and responsive service.

The role emphasizes proactive communication, issue resolution, and data-driven reporting to improve processes and customer satisfaction in a hybrid, manufacturing environment.

Qualifications

• Minimum five years of customer service experience, including manufacturing or B2B.
• Experience with ERP systems; SAP preferred.
• Strong written and verbal communication, especially email.

Responsibilities

• Serve as the internal voice of the customer and build relationships with key contacts.
• Guide customers through onboarding, item setup, and ongoing account support.
• Communicate scheduling updates 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 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

ERP

Written communication

Education

High school diploma

Bachelor's degree preferred

Tools

SAP

Job description

Job Description

Customer Experience Representative (Food & Beverage Manufacturer)

Posting Start Date: 9/17/26

Division: Supply Chain

Location Type: Hybrid

Pay Min: 28.00 USD

Pay Max: 30.00 USD

Job Location: Macedon, NY, USA, 14502

Req Id: 751

What We Need

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.

Order Management & Issue Resolution

• 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.

Collaboration, Reporting & Continuous Improvement

• 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.