KEY RESPONSIBILITIES:

Customer Interaction & Support

• Build and maintain strong, trust-based relationships with customers.
• Ensure customer needs are met and service expectations are consistently exceeded.
• Responds promptly and professionally to customer inquiries, requests and initial complaints.
• Demonstrate professionalism and empathy during challenging customer conversations, ensuring positive outcomes and maintaining positive relationships.

Order Management, ERP & CRM

• Manage end-to-end order processing—from receipt and entry to production tracking and final delivery—using ERP systems to ensure accuracy and efficiency.
• Maintain and update customer records in Dynamics 365 CRM ensuring seamless integration with ERP platforms for order management.
• Partner with internal teams—including Operations, Logistics, Quality, and Sales—to ensure accurate and timely order processing, production, and delivery.
• Support Sales in customer quoting and contracting for Didion products.
• Provide responsive support to the Sales team by facilitating communication, sharing updates, and assisting with customer-specific requests.
• Navigate varying team dynamics and priorities to align customer needs with operational capabilities.
• Initiate the customer complaint (CCR) process and collaborate with relevant departments to ensure timely, effective resolution.
• Act as a liaison across departments to advocate for customer needs and drive continuous service improvement.
• Serve as a backup to the Customer Relations Manager to support team leadership and service continuity.

Cross-Functional Collaboration & Support

REQUIREMENTS:

• Bachelor’s degree preferred, but not required
• 5+ years of customer service and sales support experience, with a proven ability to build and maintain strong customer relationships.
• Experience in food manufacturing or related industry is a plus.
• Skilled in navigating complex customer situations and making sound, timely decisions.
• Exceptionally organized, detail-oriented, and able to manage multiple priorities in a fast- paced environment
• Strong decision-making and problem-solving skills with a track record of implementing effective solutions independently.
• Excellent communication skills - verbal, written, and digital.
• Proficient in Microsoft Office 365 (Outlook, Excel, Word, and Teams).
• Experience with CRM systems; familiarity with Dynamics 365 preferred.
• Self-motivated, adaptable, with a collaborative mindset and the ability to work both independently and as part of a team.

Other details

Customer-facing experience, someone who has excelled in roles focused on building and sustaining long-term relationships, not handling high-volume, transactional contacts like a call center environment.

• Account Representative developing employer and business partnerships
• Someone who excels at managing ongoing customer accounts, understanding needs, and building trust.
• Someone with the demonstrated ability to quickly learn ingredient functionality, manufacturing timelines, specs, COAs, and product attributes and explain these to customers effectively.

Strong Communication & Persuasion Skills – Candidates who have:

• Managed sensitive conversations about service offerings, program expectations, and outcomes
• Built and maintained strong customer relationships by proactively managing communication, anticipating needs, and ensuring positive experiences throughout the service cycle.
• Can handle customer issues, schedule changes, quality concerns, and technical inquiries with clarity and professionalism.

Cross-Functional Coordination — Not Call Center Work

• Their background demonstrates that they are accustomed to working with internal partners like Planning, Production, QA, R&D, and Logistics, exactly what our customer relations role demands.

Organized, Self-Directed, and Able to Manage Multiple Accounts - Candidates who have managed:

• Multiple customer/employer relationships and numerous individualized customer accounts
• They can successfully juggle order management, scheduling updates, documentation requests, and ongoing relationship support.
• Prioritized tasks independently, meeting deadlines and resolving issues without requiring frequent supervision.
• Anticipated customer needs by monitoring account activity

Ideal Backgrounds – This person has worked previously as a:

• Customer Relations Specialist
• Sales Support Specialist
• Account Coordinator (B2B/Manufacturing)
• Customer Experience Partner (Manufacturing or Food Ingredients ideal but not required)
• Commercial Operations Support
• Inside Sales Representative (relationship-focused, not call center)

Ideally, we would like to focus on people with backgrounds in:

• Manufacturing customer service
• Ingredient or food manufacturing sales support
• B2B account coordination
• Logistics or supply chain customer coordination
• Beverage, craft spirits, CPG, or specialty product representation
• Employer engagement / community partnerships

Account management with onsite or relationship-building requirements