Manager Customer Experience

Job Description

Job Description

WHO WE ARE

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.

WHAT WE NEED

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

Team Leadership

• 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

Qualifications:

• 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 five (5+) 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

Preferred Skills:

• Experience in continuous improvement methodologies (Lean Six Sigma, GFTW, TPM)
• Ability to manage cross-functional projects and influence stakeholders
• Data-driven mindset with strong analytical skills

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!

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