Manager Customer Experience

Baldwin Richardson Foods Co.; Macedon (NY); Presencial; USD 100.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Vacation buy

Floating holidays

Health and wellness rebate

Tuition assistance

Descripción de la vacante

Baldwin Richardson Foods (BRF) is seeking a Manager of Customer Experience to oversee onboarding, order management, and customer experience strategy across end-to-end processes. You will lead the customer success team, collaborate with Sales and Operations, and implement improvements to drive satisfaction and loyalty.

The role requires a 5+ year track record in customer experience and at least 1+ year of people leadership, with strong CRM and SAP experience.

Formación

• Bachelor’s degree in Business or related field.
• 5+ years in customer experience or order management.
• 1+ year of people leadership.
• Strong onboarding and order fulfillment knowledge.
• Proficient in CRM and ERP systems.
• Experience with SAP preferred.

Responsabilidades

• Develop and manage onboarding programs for new customers.
• Ensure accurate order processing and timely delivery.
• Collaborate with cross-functional teams to resolve delays.
• Design and drive initiatives to improve customer experience and retention.
• Lead a customer success team and establish performance metrics.
• Coach staff and provide development feedback.

Conocimientos

Customer onboarding

Order management

Leadership

CRM systems

ERP systems

SAP

Communication skills

Problem solving

Educación

Bachelor’s degree

Herramientas

SAP

Descripción del empleo

Baldwin Richardson Foods (BRF) is focused on enriching the flavor of life. As a full-service liquid products supplier and strategic partner to the food and beverage industry, BRF combines its formulation expertise and unique packaging options with robust processing capabilities to produce high-quality sauces, toppings, syrups, fillings, and shelf-stable beverages for the world's most iconic Quick Service Restaurants (QSRs), Consumer Packaged Goods (CPG) brands, and food service companies. The company also manufactures and markets Mrs. Richardson's dessert sauces and Nance's mustards/condiments. BRF has facilities from coast-to-coast to meet our growing partnership needs.

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

Baldwin Richardson Foods (BRF) is a place where people go above and beyond. It’s only fitting that our employees be compensated in a similar fashion. We offer a compensation and benefits package that’s holistic, competitive and fair. It’s focused on total well-being, so in addition to standard benefits, we offer extra perks such as vacation buy, floating holidays, health and wellness rebate and tuition assistance. BRF is committed to hiring a workforce which encourages diversity of thought and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, protected veteran status, genetics, gender identity or expression, national origin, or disability.

• vacation buy
• floating holidays
• health and wellness rebate
• tuition assistance

The posted salary range represents the expected hiring range for candidates who fully meet the qualifications, skills, experience, and performance expectations of the position. Individual compensation will be determined based on factors such as relevant experience, education, certifications, internal equity, and geographic location, where applicable.