Customer Experience Analyst (Hybrid)

Job Category:

Customer Service

Job Family:

Product Strategies and Customer Experience

Job Description:

As a Customer Experience Analyst, you'll create Customer Intimacy through developing customer relationships and leading Voice of Customer initiatives to ensure timely execution on customer expectations.

You'll be responsible for analyzing service metrics and leading cross functional solutions that create effortless customer experiences.

You'll aid in customer growth through being an extension of Sales.

This position will support our Food Service customer base.

This position is located onsite at our Home Office in Green Bay, Wisconsin.

We offer a hybrid schedule, where you may work from home on Monday, and Friday, being onsite on Tuesday, Wednesday and Thursday.

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.


* 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.


* Actively contribute to cross-functional projects and key initiatives that align with and advance company strategy and long-term goals.


* 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


* Professiona...