Customer Experience Specialist

Horizon Organic Dairy, LL•Broomfield, CO

3h•$60,000 - $65,000•Remote

About The Position

We are currently looking to hire a Customer Experience Specialist! The Customer Experience Specialist is accountable for managing the order to delivery process for customer accounts. They are the face of Horizon Family Brands to our customers. The Customer Experience Specialist will proactively lead the resolution of all issues related to customer orders. They collaborate with our customers and Field Sales to meet service objectives and deliver growth. They are responsible for driving productivity initiatives and delivering cost and service improvements in partnership with Supply Chain and Field Sales. Minimal travel required. The role can be remote with a preference to be based in Broomfield, CO/hybrid.

Requirements

Bachelor’s Degree required (3-5 years relevant experience and/or 1-3 years internal experience may be considered in lieu of degree)
3 years of progressive Customer Service, Logistics or Supply Chain experience required
Must be able to work well in a self-managed team environment. This includes cooperatively scheduling work, vacation, hours, and team task assignments.
Demonstrated experience in Order Fulfillment & Management, Transportation, Pricing Structure and the Credit and Returns process.
Ability to apply a logical, creative and comprehensive approach to problem solving
Capacity to comfortably interact with all levels of the business and customers to deliver results in a fast-paced environment.
Judgment to resolve issues with the appropriate sense of urgency including after standard business hours support.
Ability to maintain productivity and professionalism while under pressure to meet strict deadlines and balance multiple priorities. Displays attention to detail for both accuracy and content.
Ability to collaborate cross-functionally to analyze issues, develop corrective actions or continuous improvement process, and align stakeholders to implement the change and communicate the outcome.
Excellent communication skills both written and verbal.
Intermediate level Microsoft Office skills required- emphasis on ability to use Excel formulas, functions and pivot tables.

Nice To Haves

SAP experience preferred
Demonstrated experience or relevant knowledge in the following areas: SAP, PBI/MicroStrategy or other report creation software, Forecasting, Planning, Inventory Management preferred.

Responsibilities

Manages customer accounts, from order receipt to delivery including order fill, transportation planning, on time delivery monitoring, exception management and supporting promotions, seasonal and new item launch management.
Customer relationship management – effectively deliver communications on service interruptions and product availability.
Acts as first point of contact to investigate problems and facilitate issue resolution to allow for timely and efficient processing of sales orders and invoicing.
Monitors service performance and drives service improvement by analyzing root cause, recommending and implementing improvements to advance service performance.
Identifies opportunities to innovate, improve service and/or reduce cost. Analyzes opportunities, develops recommendations and implements process improvements that deliver results.
Drives cross functional collaboration with Supply Chain, Customer and Field Sales to achieve supply chain efficiencies.
Develops and maintains process and procedure documentation.
Develops and maintains training content; plans and provides training to new hires.
Manage customer scorecards and provide service level reporting to internal and external partners; responsible for maintaining service performance including root cause analysis and managing service to targets.
Maintains master data supporting the customer order to deliver process.
Monitors and manages EDI transaction processing, supporting customer order to delivery processes.