Hybrid Customer Experience & Order Specialist (F&B)

Baldwin Richardson Foods; Macedon (NY); Hybrid; USD 39,000 - 41,000; Full time

Job summary

Baldwin Richardson Foods is seeking a Customer Experience Representative to act as the voice of the customer in Macedon, NY. You will guide onboarding, manage orders across channels, and collaborate with sales and planning to ensure accurate fulfillment and responsive service.

The role emphasizes proactive communication, issue resolution, and data-driven reporting to improve processes and customer satisfaction in a hybrid, manufacturing environment.

Qualifications

• Minimum five years of customer service experience, including manufacturing or B2B.
• Experience with ERP systems; SAP preferred.
• Strong written and verbal communication, especially email.

Responsibilities

• Serve as the internal voice of the customer and build relationships with key contacts.
• Guide customers through onboarding, item setup, and ongoing account support.
• Communicate scheduling updates 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 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

ERP

Written communication

Education

High school diploma

Bachelor's degree preferred

Tools

SAP

Job description

Baldwin Richardson Foods is seeking a Customer Experience Representative to act as the voice of the customer in Macedon, NY. You will guide onboarding, manage orders across channels, and collaborate with sales and planning to ensure accurate fulfillment and responsive service.

The role emphasizes proactive communication, issue resolution, and data-driven reporting to improve processes and customer satisfaction in a hybrid, manufacturing environment.