Associate, Customer Excellence

Associate, Customer Excellence | Primient

Primient is a century old company with an entrepreneurial spirit. We are a leading producer of food and industrial ingredients made from plant-based, renewable sources. We deliver value through deep technical, commercial, and operational excellence that is backed by our long-standing corn wet milling heritage. Wherever we are in the process, from field to customer, our priorities are focused on ensuring we produce the safest, highest quality products through practices that uphold both our responsibility and commitments to the challenge and drive for excellence, our people and our planet. We are a privately held company with locations across the US, Mexico, Poland, and Brazil. We're investing in our plants and people to unlock our potential in the industrial and food sectors. Guided by our values of Safety, Excellence, Integrity, and Growth, we're focused on growing our business, our reputation, and the career of every teammate.

About the Role

The Associate, Customer Excellence sits within Customer Excellence and is dedicated to providing a high level of service to both internal and external customers. Partnering with sales, this role manages customer relationships and sets expectations to ensure customer satisfaction. As the primary point of contact, the Associate, Customer Excellence acts as the liaison across multiple departments, ensuring effective communication among stakeholders.

The role is responsible for account management responsibilities from order entry to invoicing and helping to drive the company's strategy forward as a valued added supplier.

Key Responsibilities: Associate, Customer Excellence

• Customer Interaction and Order Management: Serve as first point of contact for customers, managing orders, contracts, quotes, and tracking shipments. Ensure accuracy for export documentation and respond to product information requests.
• Cross-Functional Collaboration: Collaborate with internal teams (Supply Chain, Sales, Transportation, Production Planning) to address customer concerns, resolve delays, and manage communication.
• Complaint and Claims Resolution: Process quality notifications, returns, claims and invoices, promptly to maintain strong customer relationships.
• EDI and Data Management: Manage electronic data interchange (EDI) transactions (e.g., orders, shipment notices, COA, invoices) and oversee customer portal activities, including purchase orders (PO) and invoice corrections.
• Reporting and Escalations: Monitor and manages daily reports, flag issues, track LTA complaints, and escalate urgent matters to Sales and Management as needed.

About You

Knowledge

• Customer Relationship Management
• Information Technology principles
• Order Management and systems such as SAP
• Best Practices in Customer Service
• Microsoft Applications

Skills

• Excellent verbal & written communication skills
• Relationship building & development
• Problem solving
• Strong attention to detail

Mindsets

• Collaborative
• Action-oriented
• Composure under pressure
• Customer focused
• Continuous improvement approach
• Flexible & Adaptable

Required and Preferred Education/Certification

Bachelors Degree (preferred)

Required and Preferred Work Experience

• 2+ years of customer service experience (required)
• Experience in a food manufacturing environment (preferred)

Total Rewards

The annual pay range estimated for this position is $53,777.60 - $67,222.00 + overtime and is bonus eligible. Please note that while this range reflects the full spectrum of compensation available for this role, individual compensation will be determined based on several factors including your experience, skills, and alignment with the role's responsibilities. During the interview process there will be an opportunity to discuss how your background fits into the pay range.

We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes :

• Competitive Pay
• Multiple Healthcare plan choices
• Dental and vision insurance
• A 401(k) plan with company and matching contributions
• Short- and Long-Term Disability
• Life, AD&D, and Voluntary Insurance plans
• Paid holidays & vacation
• Floating days off
• Parental leave for new parents
• Employee resource groups
• Learning & development programs
• Fun culture where you have an opportunity in shaping our future

Career Path & Culture

Primient is committed to a workplace that is all in ensuring everyone has the opportunity to develop and shape a career that matters in an open culture which embraces equity, diversity and belonging. We challenge old ways of thinking; and encourage employee voices to be a guiding force for ongoing learning.

Primient supports a culture of inclusion that respects individual strengths, views, and experiences. We believe our differences make better decisions, drive excellence, and deliver better business results. Primient employees experience autonomy and accountability in their role. Here, employees control their destiny as there is opportunity for career growth and pathways outside the norm.

Diversity, Equity, Inclusion & Belonging

We are believers in the power of difference. We strive to represent the communities in which we operate and to provide an inclusive, welcoming environment for all. We want Primient to be a place where every employee feels they belong and knows they are seen, heard, valued and safe to speak up. Our aspiration is to unlock the full potential in diverse perspectives, while offering everyone an equal chance to grow.

Primient is an equal opportunity employer, committed to the strength of an inclusive workforce.