B2B Customer Experience Specialist

Shape What's Next at Select Custom Solutions

At Select Custom Solutions, we don't just make ingredients-we create possibilities. From La Crosse, WI, our team brings innovation and expertise to contract manufacturing, branded dairy and non-dairy ingredients, custom blends, and ingredient distribution. With modern facilities and cutting-edge capabilities, we help some of the world's most trusted brands deliver products that make a difference in people's lives.

With a strong focus on growth, innovation, and excellence, Select Custom Solutions offers opportunities to be part of meaningful work that impacts industries worldwide. Whether you're working hands-on in manufacturing or supporting operations, your contributions help drive the future of food and nutrition.

We're proud to be partnered with Select Milk Producers, one of the nation's most progressive dairy cooperatives. With over 110 family-owned dairies and multiple processing plants and joint ventures nationwide, our partnership connects us to a powerful network driving the future of food and nutrition.

Join us-and help shape what's next.

What Select offers you

Comprehensive benefits package focusing on your physical, financial and emotional health to include the following perks as well as the standard benefit offerings (health, dental, vision, etc.):

• Paid Time Off
• Paid Holidays Off
• Uniform Program
• Shoe Allowance
• Onsite gym
• Career Advancement Opportunities
• Leadership Development
• Opportunities to support our local communities
• Chance to apply best practices in sustainability and environmental initiatives
• Commitment to producing high quality nutritious products and providing nourishment around the world

What this role is all about: We are looking for a Customer Experience Specialist in La Crosse, WI.

Schedule: Monday - Friday, regular business hours

The Customer Experience Specialist - Key Accounts will partner with Sales and Operations teams across the organization to drive an exceptional customer experience for Select Custom Solution strategic partners and key customer accounts. This role is responsible for developing and maintaining strong relationships with customers, as well as being a trusted advisor within the Select Milk organization.

In this role, the Customer Experience Specialist - Key Accounts works closely with the Sr. Customer Success Manager to ensure strategic and key customers across the organization, as identified by the business, receive an experience that meets or exceeds customer expectations in accordance with the goals of the business.

Job Duties

• Initiate and maintain regular contact with strategic and key customers to build/strengthen relationships and trust.
• Closely collaborate with Logistics, Customer Experience, and Sales to best support strategic and key customer accounts including transaction set up, order management, and follow up with internal and external parties.
• Pro-actively identify and strategize cross selling and upselling opportunities within the businesses of strategic and key customers.
• Strategize and manage communication with Purchasing, Production Planning, and Sales for all strategic and key customer product runs in various facilities to best meet customer expectations.
• Manage and respond to all strategic and key customer questions, concerns, and orders in a timely, honest, and efficient manner.
• Manage inventory for incoming and outgoing materials and business decisions for outside co-manufacturing facilities, including scheduling, shipping, and packaging/label verification.
• Manage all export paperwork for strategic and key customer accounts working with Logistics Coordinator as deemed necessary by Customer Experience Specialist or Sales.
• Manage and maintain CRM database for all strategic and key customer inquiries, samples, projects, and documentation.
• Manage all strategic and key customer new product process flow and all follow up activities.
• Analyze all strategic and key customer complaints, concerns, problems, and resolutions.
• Create and provide weekly reports for strategic and key customers for internal and external review.
• Create and present quarterly customer activity reports to management.
• Understand and adhere to Good Manufacturing Practices and Safety Protocol.
• Stop any observed unsafe acts and obey facility safety rules and procedures.
• Correct or report any observed safety hazards.
• Support safety policies and programs.

Additional information

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

Qualifications

Education Required

• Bachelor's Degree in Business, Supply Chain, or Management required.
• Equivalent combination of education and/or experience may be considered.

Experience Required

• Minimum three (3) years of experience in customer experience required.
• Minimum two (2) years of experience working directly with strategic customers required.

Certification/Licensure Required

• None

Where you'll be working

Our La Crosse, WI, plant is home to approximately 330 employees. This facility supplies the food, beverage, and nutritional industries with innovative functional ingredients and superior quality contract manufacturing services.

• La Crosse, WI, is nestled between the Mississippi River and the rolling river bluffs.
• This town is home to a plethora of colleges, high-quality health care, community events, and cultural opportunities.
• If you want to enjoy outdoor activities there are many opportunities, such as hiking, cycling, skiing, and boating.
• The town hosts multiple events annually and is famously known for their Oktoberfest celebration as well as offering a minor league baseball team.