Associate, Customer Excellence

Primient • Decatur, IL

1d

About The Position

The Associate, Customer Excellence is part of the Customer Excellence team and provides service to internal and external customers. Working in partnership with Sales, the role manages customer relationships and expectations to support customer satisfaction. As a primary customer contact and liaison across departments, the Associate supports effective communication among stakeholders and manages account activities from order entry through invoicing. The role also helps advance Primient’s strategy as a value-added supplier.

Requirements

• At least 2 years of customer service experience.
• Excellent verbal and written communication skills.
• Relationship-building and development skills.
• Problem-solving ability.
• Strong attention to detail.
• Knowledge of customer relationship management, information technology principles, order management, systems such as SAP, best practices in customer service, and Microsoft applications.
• Collaborative, action-oriented, composed under pressure, customer-focused, committed to continuous improvement, and flexible and adaptable.

Nice To Haves

• Bachelor’s degree.
• 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 coordinate communication.
• Process quality notifications, returns, claims, and invoices promptly.
• Manage electronic data interchange (EDI) transactions, including orders, shipment notices, certificates of analysis (COAs), and invoices.
• Oversee customer portal activities, including purchase orders and invoice corrections.
• Monitor and manage daily reports, flag issues, track long-term agreement (LTA) complaints, and escalate urgent matters to Sales and Management.

Benefits

• Competitive pay, with the position also eligible for overtime and a bonus.
• Multiple healthcare plan choices.
• Dental and vision insurance.
• 401(k) plan with company and matching contributions.
• Short- and long-term disability insurance.
• Life, accidental death and dismemberment (AD&D), and voluntary insurance plans.
• Paid holidays and vacation.
• Floating days off.
• Parental leave for new parents.
• Employee resource groups.
• Learning and development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level