Associate, Customer Excellence

Primient•Decatur, IL

2d•$53,778 - $67,222

About The Position

The Associate, Customer Excellence provides high-level service to internal and external customers and partners with Sales to manage customer relationships and set expectations. As the primary customer contact and liaison across departments, this role supports effective communication among stakeholders and manages account activities from order entry through invoicing. The position also helps advance the company’s strategy as a value-added supplier. The role works with customers and internal teams to manage orders, contracts, quotes, shipments, export documentation, complaints, claims, invoices, EDI transactions, and customer portal activities. It monitors reports, tracks complaints, and escalates urgent matters as needed.

Requirements

At least 2 years of customer service experience.
Excellent verbal and written communication skills.
Relationship-building and development skills.
Problem-solving skills.
Strong attention to detail.
Customer Relationship Management knowledge.
Knowledge of information technology principles.
Knowledge of order management and systems such as SAP.
Knowledge of customer service best practices.
Knowledge of Microsoft applications.
Collaborative, action-oriented, customer-focused, and adaptable approach; composure under pressure and a continuous improvement mindset.

Nice To Haves

Bachelor’s degree preferred.
Export experience, including international order processing, shipping documentation, and coordination with global customers and logistics providers.
Experience in a food manufacturing environment.

Responsibilities

Serve as the first point of contact for customers and manage orders, contracts, quotes, and shipment tracking.
Ensure export documentation is accurate and respond to product information requests.
Collaborate with Supply Chain, Sales, Transportation, and Production Planning to address customer concerns, resolve delays, and manage communication.
Process quality notifications, returns, claims, and invoices promptly.
Manage EDI transactions, including orders, shipment notices, certificates of analysis (COA), and invoices.
Oversee customer portal activities, including purchase orders and invoice corrections.
Monitor daily reports, flag issues, track LTA complaints, and escalate urgent matters to Sales and Management.
Manage customer account activities from order entry through invoicing.