Customer Experience Representative (Food & Beverage Manufacturer)

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

Customer Experience Representative (Food & Beverage Manufacturer)

Baldwin Richardson Foods (BRF) is focused on enriching the flavor of life. As a full-service liquid products supplier and strategic partner to the food and beverage industry, BRF combines its formulation expertise and unique packaging options with robust processing capabilities to produce high-quality sauces, toppings, syrups, fillings, and shelf-stable beverages for the world's most iconic Quick Service Restaurants (QSRs), Consumer Packaged Goods (CPG) brands, and food service companies. The company also manufactures and markets Mrs. Richardson's dessert sauces and Nance's mustards/condiments. BRF has facilities from coast-to-coast to meet our growing partnership needs.

Pay Min: 28.00 USD Pay Max: 30.00 USD. Job Location: Macedon, NY, USA, 14502.

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.

Baldwin Richardson Foods (BRF) is a place where people go above and beyond. It’s only fitting that our employees be compensated in a similar fashion. We offer a compensation and benefits package that’s holistic, competitive and fair. It’s focused on total well-being, so in addition to standard benefits, we offer extra perks such as vacation buy, floating holidays, health and wellness rebate and tuition assistance. BRF is committed to hiring a workforce which encourages diversity of thought and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, protected veteran status, genetics, gender identity or expression, national origin, or disability.