Customer Experience Specialist

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 customer order fulfillment with a positive customer experience. For customers that meet a volume threshold, this role will also complete standard analysis of the customer's inventory position.

About the role

The Customer Experience Specialist will establish and maintain effective relationships across all areas of the business, including commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology. These relationships are key to successfully meeting customer expectations.

Schedule

Hybrid: remote on Monday and Friday, in office Tuesday–Thursday.

Work Location: 1120 Employers Blvd, De Pere, WI 54115

Pay

$21.16/hr – $31.20/hr, based on experience and qualifications, with additional bonus potential.

Benefits

• Medical, Dental, Vision
• 401(k) with company match
• Short-Term Disability / Long-Term Disability / AD&D / Life
• HSA and FSA
• Employee Assistance Program (EAP)
• Hospital indemnity, Accident Insurance, Critical Illness
• Identity and Fraud Protection Plan
• Legal

Responsibilities

• Manages 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, completes 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, primarily through email and Microsoft Teams, responding to customer inquiries within 24 hours.
• Updates and maintains documentation on customer communications, inquiries, and interactions in a timely fashion in the system.
• Understands and executes the end-to-end sales process from order through shipment.
• Utilizes detailed understanding of end-to-end supply chain (transportation, warehouse, planning, etc.) to effectively meet customer expectations.
• Demonstrates ability to identify and resolve issues affecting overall service to the customer and positively influence key performance indicators.
• Develops understanding of customer strategies, business models, and requirements.
• Works in partnership with the Commercial organization, serving as the primary point of contact for all customer questions or concerns relating to orders or product availability.
• Resolves customer concerns, escalating to Leadership or Analysts as needed.
• Proactively identifies and resolves recurring customer issues, including short lead time, delayed customer pickups, sending wrong equipment for pickup, ordering discontinued items, etc.
• Manages resolution of Customer Overages, Shortages, or Damages (OS&D) for assigned customer orders.
• Utilizes ERP system(s), like SAP, and Power BI reporting to view inventory and order history respectively for exception-based recommendations on order management.
• Performs order-entry functions manually or monitors orders received via Electronic Data Interchange (EDI), ensuring all orders received are processed timely and accurately.
• Provides input and updates to training/reference materials as needed in coordination with their leader.
• Attends skill set enhancement training as needed and available.
• Influences customer behavior to reduce cost to serve, including minimization and/or elimination of customer deductions and avoidance and/or reduction of fines and fees.
• Maintains relationships across all areas of the business, including commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology.
• Addresses activities associated with assigned customer transitions, new and discontinued items, and new customer implementations.

Requirements

• High school diploma required; post-secondary education in Supply Chain, Business, or related field preferred.
• Minimum of 2 years 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 (e.g., SAP) and Power BI is preferred.
• Strong written and verbal communication skills are required.
• Ability to work occasional overtime is required.
• Ability to perform repetitive motions (e.g., PC keyboard) 90% of the time.
• Travel requirements: 0–5% of time to support operational activities and projects.