Customer Excellence Advocate

Job Description

Job Description

Position Summary

The Customer Excellence Advocate (CEA) serves as the primary partner and trusted resource for our Bakery Owners, Operators, and Leaders, delivering white-glove customer experience through proactive communication, operational excellence, and genuine relationship building.

CEAs are more than customer service representatives; they are problem solvers, advocates, communicators, and strategic partners who help bakeries succeed every day. By collaborating across Operations, Warehouse, Purchasing, Transportation, Accounting, and other internal teams, the CEA ensures each bakery receives timely, accurate, and personalized support throughout every stage of the ordering and delivery process.

The Customer Excellence Team is committed to creating an exceptional bakery experience by leading with empathy, taking ownership, communicating proactively, and continuously seeking opportunities to improve the customer journey.

Accountabilities/Duties:

Bakery Partnership & Customer Excellence

• Build strong, trusted relationships with assigned bakeries through consistent, professional, and personalized communication.
• Deliver a white-glove customer experience by anticipating bakery needs and providing proactive solutions whenever possible.
• Maintain a positive, empathetic, and service-focused attitude during every interaction.
• Serve as the primary point of contact for assigned bakeries while advocating for their success.

Order Management

• Process customer orders accurately and efficiently while ensuring all order details are complete.
• Communicate product availability, substitutions, and out-of-stock items in a timely manner.
• Coordinate add-on orders, special deliveries, and Will Call requests with warehouse personnel.
• Generate pick lists, shipping labels, and supporting documentation as needed.

Problem Resolution

• Take ownership of customer concerns from initial contact through final resolution.
• Investigate and resolve order discrepancies, shortages, damages, and delivery issues promptly.
• Process credits, returns, and freight claims accurately while partnering with internal departments to provide timely resolutions.
• Keep bakeries informed throughout the resolution process with clear, proactive communication.

Cross-Functional Collaboration

• Partner closely with Warehouse Operations, Transportation, Purchasing, Accounting, and Leadership to ensure successful order fulfillment.
• Support New Bakery Openings, seasonal launches, promotional programs, and Call-to-Order initiatives.
• Assist with special projects, kit assembly, and operational support as business needs require.
• Contribute ideas that improve processes, increase efficiency, and enhance the overall bakery experience.

Continuous Improvement

• Maintain current knowledge of products, promotions, operational procedures, and company initiatives.
• Identify opportunities to improve customer satisfaction and operational efficiencies.
• Participate in ongoing training while sharing knowledge and best practices with fellow team members.
• Support a culture of continuous learning, accountability, and teamwork.

Core Values/Leadership Competencies:

• Servant’s Heart
  • Developer of people
  • Vision casting
  • Leads by example
• Spirit of a Champion
  • Exhibits extreme ownership – 100/0! Mentality – 100% responsibility and zero excuses!
  • Excellence driven, desires feedback and improvement
  • Exhibits sound judgment
• Genuine Connections
  • Intensely collaborative
  • Professional with the ability to influence at all levels
  • Communicates often and openly

Skills and Abilities:

• White-Glove Support
• Proactive vs. Reactive Service
• Building Trusted Partnerships
• Operational Excellence
• Great Teamwork + Great Communication
• Taking Ownership
• Being Human First
• Creating an Exceptional Experience, not just processing orders

Education/Certifications and Work Experience Requirements:

• Required Qualifications
  • High school diploma, GED, or equivalent required.
  • Minimum of two (2) years of experience in customer service, customer support, order management, logistics, supply chain, or a related field.
  • Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word.
  • Strong written and verbal communication skills with the ability to build positive relationships across all levels of the organization.
  • Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
  • Demonstrated ability to think critically, solve problems, and make sound decisions with a customer-first mindset.
  • Ability to work independently while contributing positively to a collaborative, team-oriented culture.
  • Passion for delivering exceptional customer experiences through professionalism, accountability, and proactive communication.
• Preferred Qualifications
  • Experience supporting customers in a distribution, logistics, manufacturing, or food service environment.
  • Experience with order management, inventory, transportation, or ERP systems.
  • Previous experience building long-term customer relationships in a high-volume service environment.

Why Nothing Bundt Cakes?

We offer a competitive benefits package including medical/dental/vision insurance, employee life insurance, PTO, paid holidays, 401(k), and cake and Bundtwear allowances. We provide a casual and collaborative work environment with a focus on increasing your wellbeing through company events, celebrations, and regular volunteer opportunities.

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