Director of Customer Experience (Hybrid)

Winland Foods, Inc.; De Pere (WI); Hybrid; USD 136,000 - 205,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

STD/LTD/AD&D/Life

HSA

FSA

EAP

Hospital indemnity

Accident Insurance

Identity and Fraud Protection Plan

Legal assistance

Critical Illness insurance

Job summary

Winland Foods, Inc. is seeking a seasoned Customer Experience Director to lead all order execution and customer service initiatives. The role requires collaboration with Commercial, IT, and Supply Chain to drive efficiency, process improvements, and system enhancements.

The ideal candidate has a bachelor’s degree, 7+ years in customer service with 5+ in management, and strong leadership, communication, and project-management skills. Hybrid work with remote Fridays is offered in De Pere, WI.

Qualifications

• Bachelor’s degree required or equivalent work experience in a management role.
• Minimum seven years of customer service experience, with five years in a progressive customer service management role.
• Excellent communication skills, written and oral, for effective interaction at all levels.
• Ability to think logically, solve problems, and quickly grasp information technology systems.
• Proven ability to apply strong project management and change management skills.
• Ability to work independently without daily direct supervision.
• Excellent organizational skills with ability to meet tight deadlines.
• Experience in a manufacturing/food processing environment preferred.

Responsibilities

• Directs and oversees all aspects of the organization’s policies as it relates to order execution including order fulfillment, pricing, and transportation.
• Develops best practices for Customer Experience functions; designs and implements new work streams or improves existing processes; implements business-driven technology initiatives.
• Leads or participates in cross-functional or key customer meetings and represents the customer experience perspective; disseminates information back to the customer experience department.
• Initiates and manages internal department and cross-functional projects to drive efficiency, documentation, compliance, process improvements and system enhancements.
• Provides leadership oversight of the Customer Experience Department; ensures effective resource planning and workload balancing across teams.
• Designs, implements and maintains performance scorecards and KPIs; utilizes data analytics cross-functionally for strategy influence.
• Establishes Customer Experience goals; conducts semi-annual performance reviews; monitors KPIs; mentors and develops team members.
• Oversees Order to Cash activities related to orders; assigns projects, timelines and resources; maintains SAP and BI system knowledge.
• Represents Commercial on corporate project reviews; supports change management initiatives; participates in commercialization projects for customer efficiency.
• Builds relationships with production and warehouse facilities; manages sample distribution and cross-selling across Windoria companies.

Skills

Communication

Project management

Change management

Problem solving

Independent work

Organizational skills

Education

Bachelor’s degree

Tools

SAP

Microsoft Office

Job description

Winland Foods, Inc. is seeking a seasoned Customer Experience Director to lead all order execution and customer service initiatives. The role requires collaboration with Commercial, IT, and Supply Chain to drive efficiency, process improvements, and system enhancements.

The ideal candidate has a bachelor’s degree, 7+ years in customer service with 5+ in management, and strong leadership, communication, and project-management skills. Hybrid work with remote Fridays is offered in De Pere, WI.