Customer Experience Support Associate

Winland Foods; Green Bay (WI); Hybrid; USD 29,000 - 43,000; Full time

Benefits offered by this job

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

Job summary

Winland Foods is seeking a Customer Experience Support Associate to drive accurate product sample execution and timely communication with customers. This full-time role collaborates across commercialization, sales, supply chain, operations, and finance to ensure a superior customer experience.

The ideal candidate has at least 2 years in a customer-facing role, strong attention to detail, and proficiency with Microsoft Office. SAP and Power BI knowledge is a plus.

Qualifications

• High school diploma required.
• Minimum 2 years in a customer-facing role or related area preferred.
• Microsoft Office proficiency required; SAP and Power BI preferred.
• ERP systems experience helpful and beneficial.

Responsibilities

• Maintains knowledge of and executes the product samples process.
• Manages sample room inventory in Excel and fulfills requests.
• Tracks and ships samples with accurate labels.
• Supports order management and communicates shortages to customers and sales.
• Provides timely written and Teams-based customer communications (within 24 hours).
• Documents customer inquiries and resolutions in the system.
• Collaborates with commercialization, sales, supply chain, and IT as needed.

Skills

Customer service

Communication

Multitasking

Time management

Attention to detail

Microsoft Office

ERP SAP

Power BI

Customer relationship

Education

High school diploma

Post secondary education in Supply Chain or Business

Tools

Excel

SAP

Power BI

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 tasks that enable a positive customer experience in meeting their expectations. This role is integral to managing and executing product samples. The Customer Experience Support Associate will establish and maintain effective relationships across many areas of the business which could include, 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 Support Associate

Schedule: Remote Monday and Friday; In office Tuesday to Thursday

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, based on experience and other qualifications: $21.16/hr - $31.20/hr with additional bonus potential

Roles and Responsibilities:

• Maintains knowledge of and independently executes the product samples process.
• Participates in managing sample requests.
• Completes accurate and professional white labeling of outgoing products when required.
• Manages sample room inventory in Excel and makes available to requestors.
• Fulfills samples requests from the samples room to include preparation of parcel labels.
• Understands the end-to-end sales process to support processes.
• 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 an 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.
• Demonstrates ability to identify and resolve issues affecting overall service to the customer and positively influence key performance indicators.
• Proactively identifies and resolves recurring customer issues.
• Provides input and updates to training/reference materials as needed in coordination with their leader.
• Attends skill set enhancement training as needed and available.
• Maintains relationships across all areas of the business, including but not limited to commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology.

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 of 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.
• Ability to perform repetitive motions 90% of the time required: PC Keyboard.

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.