Manager Customer Experience

Baldwin Richardson Foods; Gananda (NY); Presencial; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Baldwin Richardson Foods Co. is seeking a Manager Customer Experience to lead end-to-end customer journeys from onboarding to post-sale support at their Macedon location. The role emphasizes onboarding, order accuracy, and driving improvements to boost satisfaction and loyalty.

The ideal candidate will be a strategic leader with strong communication skills and a passion for delivering outstanding service to customers across the supply chain.

Formación

• Bachelor's degree in Business, Customer Service Management, or related field.
• 5+ years of experience in customer experience, order management, or related roles.
• 1+ year of people leadership experience with hiring/terminals.
• Strong understanding of onboarding processes and order fulfillment workflows.
• Excellent communication, problem-solving, and leadership skills.
• Strong proficiency in CRM and ERP systems; SAP preferred.

Responsabilidades

• Oversee customer onboarding programs and ensure smooth integration of new customers.
• Monitor and manage order processing and fulfillment accuracy; collaborate with Supply Chain teams.
• Design and execute initiatives to improve customer experience and retention.
• Lead and mentor a team focused on customer success and operational excellence.
• Establish performance metrics and provide coaching and development.

Conocimientos

Onboarding

Order management

Customer experience

Leadership

Communication

Educación

Bachelor's degree in Business or related field

Herramientas

SAP

Descripción del empleo

Career Opportunities: Manager Customer Experience (771)

Requisition ID771-Posted11/05/2026-BALDWIN RICHARDSON FOODS CO-Customer Experience-Supply Chain-Macedon-Customer Support

The Manager Customer Experience is responsible for ensuring an exceptional end-to-end customer journey, from onboarding through post-sale support. This role oversees customer onboarding processes, manages order fulfillment accuracy, and drives continuous improvement initiatives to enhance customer satisfaction and loyalty. The ideal candidate will be a strategic thinker with strong leadership skills and a passion for delivering outstanding service.

WHAT YOU WILL DO

Customer Onboarding

• Develop and manage onboarding programs to ensure smooth integration of new customers
• Collaborate with Sales and Operations teams to align onboarding timelines and expectations
• Monitor onboarding metrics and implement improvements for efficiency and customer satisfaction

Order Management Oversight

• Oversee order processing and fulfillment accuracy to ensure timely delivery
• Partner with Supply Chain and Planning teams to resolve order discrepancies and delays
• Implement best practices for order lifecycle management and customer communication

Customer Experience Strategy

• Design and execute initiatives to improve overall customer experience and retention
• Analyze customer feedback and data to identify pain points and opportunities for improvement
• Serve as the voice of the customer in cross-functional meetings and projects
• Lead and mentor a team focused on customer success and operational excellence
• Establish performance metrics and provide regular coaching and development
• Ensures an effective learning environment by coaching employees, orchestrating learning opportunities, and providing relevant, high-impact feedback.
• Ensures self and staff keep up to date on technical knowledge and developments that impact roles and team. Uses this information to drive improvements and/or prepare for changing requirements

WHAT YOU WILL NEED TO BE SUCCESSFUL

• Bachelor’s degree in Business, Customer Service Management, or related field
• A minimum of five (5+) years of experience in customer experience, order management, or related roles
• A minimum of one (1+) year of people leadership experience, including direct responsibility for managing team performance, delivering feedback, development of employees, hiring and terminations.
• Strong understanding of onboarding processes and order fulfillment workflows
• Excellent communication, problem-solving, and leadership skills
• Strong proficiency in CRM and ERP systems, SAP preferred