Job Category:

Customer Service

Job Family:

Product Strategies and Customer Experience

Job Description:

The Customer Experience Team Leader is responsible for ensuring customers have a positive and consistent experience with Schreiber's products, services, and brands across all touchpoints. This position owns understanding the Voice of the Customer, contributes to business growth, and meets Schreiber established business plans. This position is also responsible for monitoring and reporting on KPI's and leading cross-functional and customer initiatives that create innovative and mutually beneficial solutions.

What you'll do:

Responsible for leading, developing, and inspiring a team of customer-centric partners. This includes working collaboratively to establish and monitor performance goals and encourage training and growth opportunities.
Lead the team in creating a positive customer experience through understanding voice of the customer and proactively providing solutions to maximize customer satisfaction.
Develops a team culture of accountability, influence, continuous improvement, technological innovation, and advocacy of change through partners, systems, and processes.
Build internal relationships and understand key business processes to effectively lead a team that communicates and executes to customer requirements and expectations.
Monitor, maintain and communicate service metrics. Ensure knowledge and utilization of tools needed to perform essential duties.
Develop and maintain 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 employees failing to follow standard procedures.

What you need to succeed:

Bachelor degree
5-7 years of Customer Experience, Sales, Supply Chain, or related experience
Demonstrated ability in leadership and organizational influence on behalf of the customer
Self-motivated, creative and flexible
Strong Communication Skills: Clear and effective communication to engage partners, teams, stakeholders, and customers.
Empathy: Understanding and connecting with customers' emotions to create positive experiences.
Conflict Resolution: Handling customer complaints and internal conflicts is essential.
Continuous Improvement: Identifying areas for enhancement and implementing changes.
Collaboration: Building a team culture of cross-functional collaboration and innovation.
Data Driven Decision Making: Leveraging data to drive decisions and drive business/customer value.

Eligible partners will receive:

Get not one, but TWO retirement benefits. When you join our employee-owned company, you'll be part of our Employee Stock Ownership Plan (ESOP) from day one. In addition to an 8% 401(k) match into the ESOP, Schreiber will contribute an extra amount – about 8% of your earnings – toward your retirement every year. That's a company contribution of around 16% in retirement savings annually. That's hard to beat!
Earn bonus pay. You'll have an opportunity to earn incentive pay twice a year when we meet our company goals.
Ready to make a move? Receive a $10,000 relocation bonus PLUS a generous relocation package if relocating more than 50 miles for a U.S. Salaried position.
Childcare costs. Get up to $5,000 annually to help you with the cost of childcare. Monthly contributions toward childcare expenses, including independent babysitters.
Earn $ for focusing on your health. Depending on your medical plan enrollment, earn $1,200 in your HSA or as a cash payout for prevention activities. Plus, use your $600 lifestyle spending account for reimbursements related to health, fitness, weight management, mental health and social wellness.
Pursue development that's relevant to your role, career goals and the company. Plus, we offer tuition reimbursement if you want to further your education to grow in your role at Schreiber.
Get access to medical, prescription drug, dental and vision benefits starting day one. This includes an onsite nurse and mental health counselor.
Experience caring like you've never experienced it before. We have a program that's completely organized by and for other partners who need extra help. It's called Partners Helping Partners. We have hundreds of examples of partners organizing fundraisers to help out others going through a hard time.

Sound like a company you'd like to be a part of? Click Apply.

Need extra assistance with the application process? Contact recruiting@schreiberfoods.com or call 920-437-7601.

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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