B2B Customer Experience Specialist

Select Milk Producers•La Crosse, WI

1d•Onsite

About The Position

Select Custom Solutions is seeking a Customer Experience Specialist - Key Accounts in La Crosse, Wisconsin. The role partners with Sales and Operations teams to deliver an exceptional customer experience for strategic partners and key customer accounts. The specialist develops and maintains strong customer relationships and serves as a trusted advisor within the Select Milk organization. Working closely with the Sr. Customer Success Manager, the specialist supports key customers identified by the business and helps ensure their experience meets or exceeds customer expectations in line with business goals. The position involves customer relationship management, order and transaction coordination, account growth opportunities, product-run communications, inventory and co-manufacturing coordination, export documentation, CRM maintenance, new-product process management, complaint analysis, and customer reporting. The role also follows and supports facility safety rules, programs, and procedures, including identifying and addressing unsafe acts and hazards. The position is based at the La Crosse, Wisconsin plant, which employs approximately 330 people and supplies food, beverage, and nutritional industries with functional ingredients and contract manufacturing services. The schedule is Monday through Friday during regular business hours.

Requirements

Bachelor’s degree in Business, Supply Chain, or Management; an equivalent combination of education and/or experience may be considered.
At least 3 years of customer experience.
At least 2 years of experience working directly with strategic customers.

Responsibilities

Initiate and maintain regular contact with strategic and key customers to build and strengthen relationships and trust.
Collaborate with Logistics, Customer Experience, and Sales to support key accounts, including transaction setup, order management, and follow-up with internal and external parties.
Identify and strategize cross-selling and upselling opportunities within strategic and key customer businesses.
Coordinate communication with Purchasing, Production Planning, and Sales for customer product runs at various facilities to meet customer expectations.
Manage and respond to customer questions, concerns, and orders in a timely, honest, and efficient manner.
Manage inventory for incoming and outgoing materials and business decisions for outside co-manufacturing facilities, including scheduling, shipping, and packaging and label verification.
Manage export paperwork for strategic and key customer accounts, working with the Logistics Coordinator as needed.
Maintain the CRM database for customer inquiries, samples, projects, and documentation.
Manage new-product process flow and follow-up activities for strategic and key customers.
Analyze customer complaints, concerns, problems, and resolutions.
Create weekly reports for strategic and key customers for internal and external review.
Create and present quarterly customer activity reports to management.
Understand and adhere to Good Manufacturing Practices and safety protocols.
Stop observed unsafe acts, follow facility safety rules and procedures, correct or report observed hazards, and support safety policies and programs.

Benefits

Comprehensive benefits package focused on physical, financial, and emotional health, including standard health, dental, and vision benefits.
Paid time off.
Paid holidays off.
Uniform program.
Shoe allowance.
Onsite gym.
Career advancement opportunities.
Leadership development.
Opportunities to support local communities.
Opportunity to apply best practices in sustainability and environmental initiatives.