Customer Experience Director

Winland Foods•Green Bay, WI

13d•Hybrid

About The Position

The Customer Experience Director contributes to company goals by overseeing Customer Experience policies, procedures, and practices related to order execution, including order fulfillment, pricing, and transportation. The role requires sound judgment, extensive organizational knowledge, and close collaboration with Commercial, IT, Business Unit, Supply Chain, and other internal teams. The position is hybrid: remote on Fridays and in the office Monday through Thursday at 1120 Employers Blvd, De Pere, Wisconsin. The Director leads the Customer Experience Department, setting goals, balancing resources and workloads, planning staffing and talent development, and overseeing performance reviews, KPIs, training, and team growth. The role uses analytics and performance scorecards to assess team effectiveness, customer health, and service outcomes, and to influence organizational decisions. The Director develops and improves processes, implements business-driven technology initiatives, and manages projects involving efficiency, documentation, compliance, process improvement, and system enhancements. The position serves as an escalation point for customer issues, supports change management and acquisition or divestiture activities, participates in customer commercialization projects, and represents the Commercial team on the corporate Project Review Board. It also supports customer sample distribution and cross-selling across Windoria companies. The role requires a bachelor's degree or equivalent management work experience, at least seven years of customer service experience, including five years in progressive customer service management. Experience in manufacturing or food processing is preferred. Travel to facilities in the United States and Canada is approximately 15% as needed. Work is primarily in an office environment. The employee regularly sits for extended periods and uses a computer and standard office equipment. Frequent typing and close visual acuity are required. Occasional standing, walking, bending, or lifting materials up to 15 pounds may be necessary.

Requirements

Bachelor's degree required, or equivalent work experience in a management role.
At least seven years of customer service experience.
At least five years in a progressive customer service management role.
Excellent written and oral communication skills for effective interaction with all levels of the company.
Ability to think logically, solve problems, and quickly understand concepts and information technology systems.
Demonstrated project management and change management skills.
Ability to work independently without daily direct management.
Excellent organizational skills and ability to meet tight deadlines.
Ability to build effective relationships, facilitate cross-functionally, and influence without authority.
Working knowledge of Microsoft Office.
Proven leadership skills.
Ability to travel approximately 15% to support operational activities at facilities in the United States and Canada.
Ability to sit for extended periods while using a computer and standard office equipment; frequent hand and finger use for typing and operating office technology; close visual acuity to view screens and electronic documents; and occasional standing, walking, bending, or lifting up to 15 pounds.

Nice To Haves

Experience in a manufacturing or food processing environment.
Knowledge of SAP.

Responsibilities

Direct and oversee organizational policies relating to order execution, including order fulfillment, pricing, and transportation.
Develop Customer Experience best practices, design new work streams, improve existing processes, and implement business-driven technology initiatives.
Lead or participate in cross-functional and key customer meetings, represent the Customer Experience perspective, and share relevant information with the department.
Initiate and manage departmental and cross-functional projects that drive efficiency, documentation, compliance, process improvements, and system enhancements.
Provide leadership oversight of the Customer Experience Department, including resource planning, workload balancing, hiring plans, team development, and talent alignment.
Design, implement, and maintain performance scorecards and KPIs; use cross-functional data analytics to inform organizational strategies and decisions.
Establish Customer Experience goals, conduct semi-annual performance and development reviews for direct reports, monitor performance against service targets, and provide or facilitate training and mentoring.
Oversee order-to-cash acquisition and divestiture activities related to orders, assigning project staff and organizing tasks, timelines, and resources.
Maintain a detailed understanding of system functionality, including SAP and Business Intelligence, and customer service requirements.
Serve as an escalation point for customer issues and coordinate company resources to resolve them efficiently.
Support change management initiatives related to corporate changes, acquisitions, and managed projects, and integrate acquired companies into standardized processes.
Participate in commercialization projects to establish new customer business and develop efficient solutions that meet customer requirements.
Lead cross-functional discussions when customer expectations are not being met and work with stakeholders to find solutions.
Apply continuous improvement practices to support scalability, cost control, operational efficiency, and exceptional customer service.
Represent the Commercial team on the corporate Project Review Board and review and provide input on proposed projects.
Build relationships with production and warehouse personnel to address customer concerns and execution challenges.
Manage customer sample distribution and support cross-selling of products across Windoria companies.
Travel as needed to support operational activities at facilities in the United States and Canada.