General Purpose:

The Customer Experience team focuses on end to end oversight of our order to cash processes that interact and influence our customer’s experience. The team monitors, reports, responds to, and identifies opportunities to improve the customer experience. 

Duties and Responsibilities:

• Serves as a liaison with internal teams such as plant, distribution, marketing, sales, customer requests for information, pricing, account management, billing, finance, etc. 
• Ensures that gaps in the customer experience, regardless of where they occur in the journey, are corrected. 
• Escalates issues to appropriate parties on needed corrections to ensure the customer has a seamless experience with the company. 
• Collects, tracks, and analyzes customer feedback and suggests order to cash improvements based on the insights gathered. Communicates additional findings as applicable to internal stakeholders. 
• Maintains positive working relationships with internal stakeholders to ensure that all information is delivered to customers in an effective and timely manner.
• Responds to customer satisfaction inquiries, providing information on all product lines, general dairy information, or company information.
• Maintains customer satisfaction database by entering call information and assisting in the preparation of monthly call reports.
• Performs ad hoc customer service tasks as needed. Tasks may include identifying and processing corrections when errors occur in the order to cash process, assisting with DFA audits, customer specific reports for internal customers, blind confirms and manual invoicing.