Customer Experience Analyst

Job Category:

Customer Service

Job Family:

Product Strategies and Customer Experience

Job Description:

Create Customer Intimacy through developing customer relationships and leading Voice of Customer initiatives to ensure timely execution on customer expectations. Analyze service metrics and lead cross functional solutions that create effortless customer experiences. Aid in customer growth through being an extension of Sales.

What you'll do:

* Responsible and accountable for providing exceptional customer service as the primary point of customer contact. Provide assistance to customers in order to resolve questions, issues, inquiries and complaints.
* Cultivate and maintain positive customer relationships. Work as a team with Sales to develop, maintain and grow customer accounts. Serve as a liaison between the customer and internal departments.
* Responsible for support of the Sales efforts for customers. Understand voice of customer and work cross-functionally within Schreiber to understand programs and policies to meet customers' needs. Comprehensive follow through internally to ensure effortless customer experiences. Maintain customer information in Sales Cloud.
* Build internal relationships and gain an understanding of key business processes in order to effectively communicate and execute to customer expectations.
* Communicate appropriate results through dashboards and other metrics to demonstrate results and opportunities. Provide timeline information necessary to all internal Schreiber departments to meet customer requests (i.e., forecasting, quality, etc.).
* Assist with customer processes including bids as well as commercializing and launching new products.
* Develop product knowledge to ensure thorough understanding of all product category offerings to customers.
* Together with the leadership team, ensures compliance with Food Safety and Food Quality Plans, in addition to customer requirements. Interprets and communicates customer requirements to plant production and/or support groups. Establishes and Audits PCPs, CCPs and Standard Operating Procedures to define and monitor processes, to ensure customer requirements are met. Reviews incidents during which the procedures are not met, and determines appropriate corrective action for partners failing to follow standard procedures.

What you need to succeed:

* Bachelor degree in Business, Marketing or related field
* 2+ years of experience in Business or Customer Service
* Professional communication, adaptable, able to initiate action, strong organizational and problem-solving skills, likes working with diverse customers
* Positive attitude and team player
* Flexible and able to multi-task

Qualifying positions offer:

* A 401(k) plan that includes up to an 8 percent Schreiber match and has been recognized as Best-in-Class for companies with 5,000-plus employees.
* A unique Employee Stock Ownership Plan (ESOP)
* An opportunity to share in the company's success through our pay-for-performance incentive plan.
* Competitive medical, prescription drug, dental and vision benefits without a waiting period, including second-opinion medical consultation with specialists
* Wellness resources, including a fitness reimbursement program and access to an interactive personalized online wellness program
* Paid vacation and holidays
* Relocation assistance
* Professional growth and development opportunities through training and our Education Assistance Program

For positions that require any amount of travel: Valid driver's license, auto insurance (at least state minimum- more might be required), acceptable driving record per Schreiber Foods discretion, and vehicle that will ensure applicant can meet the travel necessities of the position are required.

Schreiber requires that an employee have authorization to work in the country in which the role is based. In the event, an applicant does not have current work authorization, Schreiber will determine, in its sole discretion, whether to sponsor an individual for work authorization. However, based on immigration requirements, not all roles are suitable for sponsorship.

An Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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