Customer Experience Representative
Baldwin Richardson Foods, Macedon, NY, United States
Customer Experience Manager
Baldwin Richardson Foods is focused on enriching the flavor of life. As a full-service liquid products supplier and strategic partner to the food and beverage industry, Baldwin Richardson Foods combines its formulation expertise and unique packaging options with robust processing capabilities to produce high-quality sauces, toppings, syrups, fillings, and shelf-stable beverages for the world's most iconic Quick Service Restaurants (QSRs), Consumer Packaged Goods (CPG) brands, and food service companies. Its state-of-the-art Innovation & Culinary Center transforms trends and culinary inspiration into legendary products through an award-winning commercialization process. The company also manufactures and markets Mrs. Richardson's dessert sauces and Nance's mustards/condiments in addition to producing finished goods for the private label sector. BRF maintains its headquarters and a manufacturing facility in Macedon, New York; with a Culinary Innovation Center in Westmont, Illinois; and offices and manufacturing facilities in Williamson, New York; Pennsauken, New Jersey; and Corona, California. This role reports into our Macedon, New York headquarters and manufacturing plant. This position is instrumental in delivering an outstanding customer experience by acting as the voice of the customer, addressing customer concerns with a focus on root cause resolution, managing order placement and fulfillment, and proactively strengthening customer partnerships. The role collaborates with internal stakeholders to ensure customer expectations and requirements are clearly communicated and supported. Customer Support & Relationship Management Serve as the internal voice of the customer and build strong relationships with key contacts. Guide customers through onboarding, item setup, and ongoing account support. Communicate scheduling updates (holidays, plant closings) and coordinate plans accordingly. Order Management & Issue Resolution Receive, validate, and process customer orders and changes across all channels (EDI, portals, email, phone). Monitor and interpret order, inventory, and production data to ensure accurate fulfillment. Resolve urgent order issues (inventory shortages, delays, system errors) and escalate when needed. Verify pricing and minimum order quantities to maintain accuracy. Collaboration, Reporting & Continuous Improvement Work closely with sales, planning, shipping, quality, and other teams to meet customer requirements. Prepare customer and internal reports, including delivery performance and complaint trends. Track and document customer complaints, identify patterns, and partner with teams on corrective actions. Recommend and implement process improvements and support standardized workflows and cross-training. What You Will Need To Be Successful High school diploma or equivalent required. BS preferred in business, supply chain, communications, marketing or related. A minimum of five (5) years of customer service-related experience within including manufacturing, business-to-business (BTB). Need experience with ERP system, SAP preferred. Strong written and verbal communications
primarily email communication. Previous experience in a Customer Experience (CX) setting, preferred. Previous experience in Consumer Package Goods (CPG), preferred. S4/Hana ERP. At BRF, base pay is one part of our total compensation package and is determined within a range. Your base pay will depend on your skills, qualifications, experience, and location. You'll also receive a comprehensive benefits package including a low premium and out of pocket cost medical, dental and vision coverage, 401k with company match, generous sick and vacation time, 9 paid holidays, birthday and floating holidays, volunteer time and more!
Baldwin Richardson Foods is focused on enriching the flavor of life. As a full-service liquid products supplier and strategic partner to the food and beverage industry, Baldwin Richardson Foods combines its formulation expertise and unique packaging options with robust processing capabilities to produce high-quality sauces, toppings, syrups, fillings, and shelf-stable beverages for the world's most iconic Quick Service Restaurants (QSRs), Consumer Packaged Goods (CPG) brands, and food service companies. Its state-of-the-art Innovation & Culinary Center transforms trends and culinary inspiration into legendary products through an award-winning commercialization process. The company also manufactures and markets Mrs. Richardson's dessert sauces and Nance's mustards/condiments in addition to producing finished goods for the private label sector. BRF maintains its headquarters and a manufacturing facility in Macedon, New York; with a Culinary Innovation Center in Westmont, Illinois; and offices and manufacturing facilities in Williamson, New York; Pennsauken, New Jersey; and Corona, California. This role reports into our Macedon, New York headquarters and manufacturing plant. This position is instrumental in delivering an outstanding customer experience by acting as the voice of the customer, addressing customer concerns with a focus on root cause resolution, managing order placement and fulfillment, and proactively strengthening customer partnerships. The role collaborates with internal stakeholders to ensure customer expectations and requirements are clearly communicated and supported. Customer Support & Relationship Management Serve as the internal voice of the customer and build strong relationships with key contacts. Guide customers through onboarding, item setup, and ongoing account support. Communicate scheduling updates (holidays, plant closings) and coordinate plans accordingly. Order Management & Issue Resolution Receive, validate, and process customer orders and changes across all channels (EDI, portals, email, phone). Monitor and interpret order, inventory, and production data to ensure accurate fulfillment. Resolve urgent order issues (inventory shortages, delays, system errors) and escalate when needed. Verify pricing and minimum order quantities to maintain accuracy. Collaboration, Reporting & Continuous Improvement Work closely with sales, planning, shipping, quality, and other teams to meet customer requirements. Prepare customer and internal reports, including delivery performance and complaint trends. Track and document customer complaints, identify patterns, and partner with teams on corrective actions. Recommend and implement process improvements and support standardized workflows and cross-training. What You Will Need To Be Successful High school diploma or equivalent required. BS preferred in business, supply chain, communications, marketing or related. A minimum of five (5) years of customer service-related experience within including manufacturing, business-to-business (BTB). Need experience with ERP system, SAP preferred. Strong written and verbal communications
primarily email communication. Previous experience in a Customer Experience (CX) setting, preferred. Previous experience in Consumer Package Goods (CPG), preferred. S4/Hana ERP. At BRF, base pay is one part of our total compensation package and is determined within a range. Your base pay will depend on your skills, qualifications, experience, and location. You'll also receive a comprehensive benefits package including a low premium and out of pocket cost medical, dental and vision coverage, 401k with company match, generous sick and vacation time, 9 paid holidays, birthday and floating holidays, volunteer time and more!