Customer Experience Director

Winland Foods•Green Bay, WI

1d•$136,000 - $205,000•Hybrid

About The Position

The Customer Experience Director contributes to company success by ensuring corporate goals are supported and achieved. The role requires judgment and initiative, extensive knowledge of the organization’s customer experience policies and practices, and strong collaboration with Commercial, IT, Business Unit, Supply Chain, and other internal functions. The Director builds cross-functional relationships and serves as a trusted member of the Customer Experience and Commercial teams. This leader directs customer order execution, including fulfillment, pricing, and transportation; develops and improves Customer Experience processes and technology initiatives; oversees department leadership, staffing, workload planning, performance, and development; and uses data, scorecards, and KPIs to influence organizational decisions. The Director also manages escalations, change initiatives, acquisition and divestiture order activities, commercialization projects, continuous improvement, sample distribution, and cross-selling support. The position represents the Commercial team on the corporate Project Review Board and partners with production and warehouse facilities to address customer concerns and execution challenges. The position is hybrid: Fridays are remote and Monday through Thursday are in the office at 1120 Employers Blvd, De Pere, Wisconsin. The role involves approximately 15% travel to support operational activities at facilities in the United States and Canada, with occasional travel to business meetings or company locations. Work is primarily in an office environment.

Requirements

Bachelor’s degree 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 interaction with all levels of the company.
Ability to think logically, solve problems, and quickly grasp 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 as needed to support operational activities at facilities in the United States and Canada; stated travel requirement is 15%.

Nice To Haves

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

Responsibilities

Direct and oversee organizational policies related 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 to drive efficiency, documentation, compliance, process improvements, and system enhancements.
Provide leadership oversight of the Customer Experience Department.
Plan resources and balance workloads across teams, including hiring, team development, and talent alignment.
Design, implement, and maintain performance scorecards and KPIs; use cross-functional data analytics to inform organizational strategies and decisions.
Set Customer Experience goals, conduct semi-annual reviews for direct reports, monitor performance, meet with Supervisors about KPIs, identify training needs, facilitate development, and mentor team members.
Oversee Order to Cash acquisition and divestiture activities related to orders, assigning project personnel and organizing tasks, timelines, and resources.
Maintain detailed understanding of SAP and Business Intelligence system functionality and customer service requirements.
Serve as the escalation point for customer issues and coordinate company resources to resolve them efficiently.
Support change management for corporate changes, acquisitions, and managed projects, integrating acquired companies into standardized practices.
Participate in commercialization projects to establish new customer business with efficient solutions that meet customer requirements.
Lead cross-functional discussions to resolve unmet customer expectations.
Apply continuous improvement to support scalability, cost control, operational efficiency, and exceptional customer service.
Represent the Commercial team on the corporate Project Review Board and provide input on proposed projects.
Build relationships with production and warehouse facility personnel to address customer concerns and execution challenges.
Manage customer sample distribution and support cross-selling of products across Windoria companies.