Manager Customer Experience

Baldwin Richardson Foods (BRF) is focused on enriching the flavor of life. As a full-service liquid products supplier and strategic partner to the food and beverage industry, BRF 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. The company also manufactures and markets Mrs. Richardson's dessert sauces and Nance's mustards/condiments. BRF has facilities from coast-to-coast to meet our growing partnership needs.
The Manager Customer Experience is responsible for ensuring an exceptional end-to-end customer journey, from onboarding through post-sale support. This role oversees customer onboarding processes, manages order fulfillment accuracy, and drives continuous improvement initiatives to enhance customer satisfaction and loyalty. The ideal candidate will be a strategic thinker with strong leadership skills and a passion for delivering outstanding service.
WHAT YOU WILL DO

Customer Onboarding
Develop and manage onboarding programs to ensure smooth integration of new customers
Collaborate with Sales and Operations teams to align onboarding timelines and expectations
Monitor onboarding metrics and implement improvements for efficiency and customer satisfaction
Order Management Oversight
Oversee order processing and fulfillment accuracy to ensure timely delivery
Partner with Supply Chain and Planning teams to resolve order discrepancies and delays
Implement best practices for order lifecycle management and customer communication
Customer Experience Strategy
Design and execute initiatives to improve overall customer experience and retention
Analyze customer feedback and data to identify pain points and opportunities for improvement
Serve as the voice of the customer in cross-functional meetings and projects
Lead and mentor a team focused on customer success and operational excellence
Establish performance metrics and provide regular coaching and development
Ensures an effective learning environment by coaching employees, orchestrating learning opportunities, and providing relevant, high-impact feedback.
Ensures self and staff keep up to date on technical knowledge and developments that impact roles and team. Uses this information to drive improvements and/or prepare for changing requirements
WHAT YOU WILL NEED TO BE SUCCESSFUL

Bachelor's degree in Business, Customer Service Management, or related field
A minimum of five (5+) years of experience in customer experience, order management, or related roles
A minimum of one (1+) year of people leadership experience, including direct responsibility for managing team performance, delivering feedback, development of employees, hiring and terminations.
Strong understanding of onboarding processes and order fulfillment workflows
Excellent communication, problem-solving, and leadership skills
Strong proficiency in CRM and ERP systems, SAP preferred
Baldwin Richardson Foods (BRF) is a place where people go above and beyond. It's only fitting that our employees be compensated in a similar fashion. We offer a compensation and benefits package that's holistic, competitive and fair. It's focused on total well-being, so in addition to standard benefits, we offer extra perks such as vacation buy, floating holidays, health and wellness rebate and tuition assistance. BRF is committed to hiring a workforce which encourages diversity of thought and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, protected veteran status, genetics, gender identity or expression, national origin, or disability.
vacation buy
floating holidays
health and wellness rebate
tuition assistance
The posted salary range represents the expected hiring range for candidates who fully meet the qualifications, skills, experience, and performance expectations of the position. Individual compensation will be determined based on factors such as relevant experience, education, certifications, internal equity, and geographic location, where applicable.

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