Customer Experience Specialist

Winland Foods, Inc.; Green Bay (WI); Hybrid; USD 23,000 - 40,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) with match

HSA

FSA

EAP

Hospital indemnity

Accident Insurance

Identity and Fraud Protection Plan

Legal

Critical Illness

Job summary

Winland Foods, Inc. is seeking a Customer Experience Specialist to manage customer orders, coordinate inventory analyses, and maintain strong cross-functional relationships across sales, supply chain, and operations.

The hybrid role includes in-office Mondays through Thursdays with remote Fridays, located at 1120 Employers Blvd, De Pere, WI 54115. Strong Excel and ERP skills preferred; industry knowledge a plus.

Qualifications

• High school diploma required.
• Post secondary education in Supply Chain, Business or related field preferred.
• Minimum of 2 years’ experience in a customer-facing role, supply chain, warehousing, or transportation is preferred.
• Strong written and verbal communication skills are required.
• Ability to work occasional overtime is required.

Responsibilities

• Manage customer orders to ensure availability of ordered product, communicating shortages to the customer and commercial org.
• For customers meeting volume thresholds, analyze standard inventory reports to anticipate next 30–60 days impacts.
• Provide proactive internal and external communication on issues in meeting fulfillment expectations.
• Respond to customer inquiries within 24 hours via email and Teams.
• Update documentation on customer communications in the system.

Skills

Customer service

Communication

Organization

Detail-oriented

Time management

Education

High school diploma

Post-secondary education in Supply Chain/Business

Tools

SAP

Power BI

Microsoft Office

Job description

At Winland Foods, our success starts with people who live our values of Excellence, Quality, Integrity, Respect, and Collaboration every day. This role is an individual contributor position responsible for the successful execution of customer order fulfillment with positive customer experience. In addition, for customers that meet a volume threshold, this role will also complete standard analysis of the customers’ inventory position. The Customer Experience Specialist will establish and maintain effective relationships across all areas of the business, including but not limited to commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology. These relationships are key to successfully meeting customer expectations.

Employee Type: Full time Location: WI Green Bay Job Type: Customer Service Job Posting Title: Customer Experience Specialist Job Description:

Schedule

(Hybrid) Fridays are remote, while Mon-Thurs are in office

Work Location

1120 Employers Blvd, De Pere, WI 54115

Benefits

• Medical
• Dental
• Vision
• 401(k) with match
• STD/LTD/AD&D/Life
• HSA
• FSA
• EAP
• Hospital indemnity
• Accident Insurance
• Identity and Fraud Protection Plan
• Legal
• Critical Illness

Salary

up to $29 an hourly with additional bonus potential

Roles and Responsibilities

• Manage customer orders to ensure availability of ordered product, adjusting for and communicating proactively any potential shortages to the customer and the commercial organization.
• For customers that meet a volume threshold, complete analysis of standard inventory reports to anticipate customer impacts in the next 30 to 60 days, escalating to a Leader or an Analyst when potential concerns are identified.
• Provides proactive, professional internal stakeholder communication and external customer communication on any issues in meeting customer fulfillment expectations.
• Communication takes place primarily through written form in email and Microsoft Teams, including responding to customer inquiries within 24 hours.
• Updates and maintains documentation on customer communications, inquiries, and interactions in a timely fashion in the system.
• Understands and executes the end-to-end sales process from order through shipment.
• Utilizes detailed understanding of end-to-end supply chain (transportation, warehouse, planning, etc.) to effectively meet customer expectations.
• Demonstrates ability to identify and resolve issues affecting overall service to the customer and positively influence key performance indicators.
• Develops understanding customer strategies, business models and requirements.
• Works in partnership with the Commercial organization, including serving as the primary point of contact for all customer questions or concerns relating to orders or product availability.
• Resolves customer concerns, escalating to Leadership or Analysts as needed.
• Proactively identifies and resolves recurring customer issues, including but not limited to, short lead time, delayed customer pickups, sending wrong equipment for pickup, ordering discontinued items, etc.
• Manages resolution of Customer Overages, Shortages, or Damages (OS&D) for assigned customer orders.
• Utilizes ERP system(s), like SAP, and Power BI reporting to view inventory and order history respectively for exception-based recommendations on order management.
• Performs order-entry functions manually or monitors orders received via Electronic Data Interchange (EDI), ensuring all orders received are processed timely and accurately.
• Provides input and updates to training/reference materials as needed in coordination with their leader.
• Attends skill set enhancement training as needed and available.
• Influences customer behavior to reduce costs to serve, including but not limited to topics surrounding the minimization and/or elimination of customer deductions and avoidance and/or reduction fines and fees.
• Maintains relationships across all areas of the business, including but not limited to commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology.
• Addresses activities associated with assigned customer transitions, new and discontinued items, and new customer implementations.
• The duties and responsibilities described are not a comprehensive list of all tasks.
• Additional tasks and duties may be assigned from time to time as necessitated by business needs.

Qualifications & Experience

• High school diploma required.
• Post secondary education in Supply Chain, Business or related field preferred.
• Minimum of 2 years’ experience in a customer-facing role, supply chain, warehousing, or transportation is preferred.
• High attention to detail with excellent organizational skills.
• Ability to manage multiple tasks in a high-change environment.
• Working knowledge of Microsoft Office is required.
• Working knowledge of ERP Systems (ex. SAP) and Power BI is preferred.
• Strong written and verbal communication skills are required.
• The ability to work occasional overtime is required.

Travel Requirements

Occasional travel to business meetings and/or company locations may be required

Physical Demands and Work Environment

Work is performed primarily in an office environment. The employee is regularly required to sit for extended periods while using a computer, and other standard office equipment. Frequent use of hands and fingers for typing and operating office technology is required. Close visual acuity is required to view electronic documents and screens. Occasional standing, walking, bending, or lifting of materials up to 15 pounds may be required. The employee is expected to maintain a safe and productive work environment that supports confidential business activities. Overtime may be required based on business needs.

EEO Statement

Winland Foods seeks to recruit, develop, and retain the most talented people from a diverse candidate pool, and as a global company we believe our success is enhanced by fostering equity and inclusion in the workplace. Therefore, Winland Foods is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, genetic information, military or veteran status, and any other characteristic protected by applicable law.

About Us

At Winland Foods, we’re passionate about creating exceptional food experiences that bring people together. We are a dynamic and growing company specializing in meal preparation products—from pasta and sauces to plant-based proteins and more. Our portfolio includes beloved consumer brands and custom private-label solutions for retail and foodservice channels.

Why Work With Us?

We believe in being exceptional from the land to the table. That means: Commitment to Quality: We consistently exceed industry standards across our value chain. Sustainability & Responsibility: We prioritize environmental stewardship and make a positive impact on the world around us. People First: The safety, well-being, and growth of our employees are at the heart of everything we do.

Our Culture

We’re a team of food enthusiasts who value collaboration, innovation, and integrity. At Winland Foods, you’ll find an environment where your ideas matter, your contributions are recognized, and your career can thrive.

Explore Opportunities

At Winland Foods, you’ll find opportunities across operations, supply chain, marketing, and product development—roles where your work truly makes an impact. By joining our team, you become part of a forward-thinking organization that values passion, collaboration, and shared success with our customers. Together, we’re shaping the future of food.