Customer Experience Specialist

Winland Foods•Green Bay, WI

3d•$29•Hybrid

About The Position

The Customer Experience Specialist is an individual contributor responsible for executing customer order fulfillment and delivering a positive customer experience. The role manages orders, communicates proactively about fulfillment issues, and works across commercial and operational teams to meet customer expectations. For customers meeting a volume threshold, the specialist analyzes standard inventory reports to identify potential impacts 30 to 60 days ahead and escalates concerns to a Leader or Analyst. The specialist serves as the primary contact for customer questions and concerns related to orders and product availability, maintains timely records of customer interactions, and supports the end-to-end sales process from order through shipment. The position is based at the De Pere, Wisconsin work location, with Fridays remote and Monday through Thursday in the office. Occasional travel to business meetings and/or company locations may be required. Salary is up to $29 per hour, based on experience and other qualifications, with additional bonus potential.

Requirements

High school diploma required.
At least 2 years of experience in a customer-facing role, supply chain, warehousing, or transportation is preferred.
High attention to detail and excellent organizational skills.
Ability to manage multiple tasks in a high-change environment.
Working knowledge of Microsoft Office required.
Strong written and verbal communication skills required.
Ability to work occasional overtime required.
Ability to perform repetitive motions, primarily PC keyboard use, 90% of the time required.
Ability to sit for extended periods while using a computer and standard office equipment.
Frequent use of hands and fingers for typing and operating office technology.
Close visual acuity to view electronic documents and screens.
Occasional standing, walking, bending, or lifting materials up to 15 pounds may be required.
Ability to maintain a safe and productive work environment that supports confidential business activities.

Nice To Haves

Postsecondary education in Supply Chain, Business, or a related field preferred.
Working knowledge of ERP systems such as SAP and Power BI preferred.

Responsibilities

Manage customer orders to ensure product availability and proactively communicate potential shortages to customers and the commercial organization.
Analyze standard inventory reports for customers meeting a volume threshold to anticipate impacts in the next 30 to 60 days, escalating concerns to a Leader or Analyst.
Communicate proactively and professionally with internal stakeholders and external customers about issues affecting fulfillment expectations, including responding to customer inquiries within 24 hours.
Maintain timely documentation of customer communications, inquiries, and interactions in the system.
Execute the end-to-end sales process from order through shipment.
Apply understanding of the end-to-end supply chain, including transportation, warehousing, and planning, to meet customer expectations.
Identify and resolve issues affecting customer service and positively influence key performance indicators.
Develop an understanding of customer strategies, business models, and requirements.
Partner with the Commercial organization and serve as the primary contact for customer questions or concerns about orders or product availability.
Resolve customer concerns and escalate to Leadership or Analysts as needed.
Identify and resolve recurring customer issues, such as short lead times, delayed pickups, incorrect pickup equipment, or orders for discontinued items.
Manage resolution of customer overages, shortages, or damages (OS&D) for assigned orders.
Use ERP systems such as SAP and Power BI reporting to review inventory and order history and make exception-based order-management recommendations.
Perform manual order entry or monitor orders received through Electronic Data Interchange (EDI), ensuring timely and accurate processing.
Provide input to and update training and reference materials as needed in coordination with the leader.
Attend skill-set enhancement training as needed and available.
Influence customer behavior to reduce costs to serve, including minimizing or eliminating customer deductions and avoiding or reducing fines and fees.
Maintain relationships across commercialization, sales, supply chain, operations, finance, transportation, warehousing, and information technology.
Address activities associated with assigned customer transitions, new and discontinued items, and new customer implementations.
Perform additional tasks and duties as assigned based on business needs.