Customer Experience Specialist – Food & Beverage

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

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