Customer Experience Specialist - Broomfield - Horizon Family Brands

    Horizon Family Brands
    Horizon Family Brands Broomfield

    21 hours ago

    Description

    At Horizon Organic, we're growing a culture of passionate people driven to do good for the horizon we all share. We're building the tomorrow we want to see. Every single day.

    Skills, Experience, Qualifications, If you have the right match for this opportunity, then make sure to apply today.

    Joining our team means being part of a dynamic environment where your skills are valued, and your contributions make a real difference. We offer diverse opportunities for career growth and development. Embark on a rewarding journey with us in shaping the future of organic dairy

    Two generations of families—and counting—have grown up on Horizon Organic milk. From the start, as the leading organic milk producer in the U.S., Horizon has been committed to delivering innovative, nourishing dairy that growing families can rely on. In 2023, Horizon Organic became a brand of Platinum Equity. Today, Horizon works with more than 500 farmers across the U.S. to bring high-quality, certified organic milk to consumers. For more information on Horizon's full portfolio of organic dairy products, visit .

    About the Job:

    We are currently looking to hire a Customer Experience Specialist

    The Customer Experience Specialist is accountable for managing the order to delivery process for customer accounts. They are the face of Horizon Family Brands to our customers. The Customer Experience Specialist will proactively lead the resolution of all issues related to customer orders. They collaborate with our customers and Field Sales to meet service objectives and deliver growth. They are responsible for driving productivity initiatives and delivering cost and service improvements in partnership with Supply Chain and Field Sales. Minimal travel required.

    The role can be remote with a preference to be based in Broomfield, CO/hybrid.

    This role may be responsible for, but not limited to:

    Customer Order & Logistics Management

    • Manages customer accounts, from order receipt to delivery including order fill, transportation planning, on time delivery monitoring, exception management and supporting promotions, seasonal and new item launch management.
    • Customer relationship management – effectively deliver communications on service interruptions and product availability.
    • Acts as first point of contact to investigate problems and facilitate issue resolution to allow for timely and efficient processing of sales orders and invoicing.
    • Monitors service performance and drives service improvement by analyzing root cause, recommending and implementing improvements to advance service performance.

    Productivity & Process Improvement

    • Identifies opportunities to innovate, improve service and/or reduce cost. Analyzes opportunities, develops recommendations and implements process improvements that deliver results.
    • Drives cross functional collaboration with Supply Chain, Customer and Field Sales to achieve supply chain efficiencies.
    • Develops and maintains process and procedure documentation.
    • Develops and maintains training content; plans and provides training to new hires.
    • Manage customer scorecards and provide service level reporting to internal and external partners; responsible for maintaining service performance including root cause analysis and managing service to targets.
    • Maintains master data supporting the customer order to deliver process.
    • Monitors and manages EDI transaction processing, supporting customer order to delivery processes.

    The base compensation range for this position is $60,000 - $65,000 commensurate with experience.

    About You:

    Education and Experience:

    • Bachelor's Degree required (3-5 years relevant experience and/or 1-3 years internal experience may be considered in lieu of degree)
    • 3 years of progressive Customer Service, Logistics or Supply Chain experience required
    • SAP experience preferred

    Knowledge, Skills and Abilities:

    • Must be able to work well in a self-managed team environment. This includes cooperatively scheduling work, vacation, hours, and team task assignments.
    • Demonstrated experience in Order Fulfillment & Management, Transportation, Pricing Structure and the Credit and Returns process.
    • Demonstrated experience or relevant knowledge in the following areas: SAP, PBI/MicroStrategy or other report creation software, Forecasting, Planning, Inventory Management preferred.
    • Ability to apply a logical, creative and comprehensive approach to problem solving
    • Capacity to comfortably interact with all levels of the business and customers to deliver results in a fast-paced environment.
    • Judgment to resolve issues with the appropriate sense of urgency including after standard business hours support.
    • Ability to maintain productivity and professionalism while under pressure to meet strict deadlines and balance multiple priorities. Displays attention to detail for both accuracy and content.
    • Ability to collaborate cross-functionally to analyze issues, develop corrective actions or continuous improvement process, and align stakeholders to implement the change and communicate the outcome.
    • Excellent communication skills both written and verbal. xhmxlyz
    • Intermediate level Microsoft Office skills required- emphasis on ability to use Excel formulas, functions and pivot tables.
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