Job Category:Customer Service
Job Family:Product Strategies and Customer Experience
Job Description:
As the Export Customer Experience Team Leader (Manager) you will be responsible for leading the Export Customer Experience team. This team focuses on enhancing customer journey for international clients, owns Voice of the Customer, understands and facilitates the export documentation process, contributes to business growth and meets Schreiber established business plans. You will be responsible for monitoring and reporting Service Metrics and leading cross functional and customer initiatives that create mutually beneficial solutions.
This position offers a flexible hybrid work schedule located at our Home Office in Green Bay, Wisconsin. The hybrid work schedule is 3 days onsite at Home Office with flexibility to work the remainder remotely/from home.
Relocation Benefits: Receive a $10,000 relocation bonus PLUS a generous relocation package if relocating more than 50 miles for the position.
About our Green Bay, WI Home Office:
You’ll find lots to love in our beautiful home office in downtown Green Bay, Wisconsin. Our jeans-friendly environment has indoor and outdoor collaboration spaces, state-of-the-art R&D and sensory labs, culinary kitchens, a pilot plant, innovation center and more.
Take advantage of outdoor workspaces. Sample and provide feedback on new products from our R&D team. Enjoy free coffee, soda and popcorn. Hit up a game of ping pong on your break. Or take a short walk to restaurants, breweries, the YMCA and a weekly farmer’s market on the scenic Fox River. You can even see Lambeau Field from our top floor.
What You'll Do:
- Hire, train, coach, establish and evaluate developmental activities for Export Customer Experience team members. Identify opportunities for professional growth.
- Stay abreast of the new regulations for export markets, and update export document procedures for the team. Develop programs for establishing and enhancing export process knowledge.
- Lead the Sales Support team in creating a positive customer experience through understanding voice of the customer and providing solutions as needed. Ensure team is providing comprehensive follow through internally to ensure customer satisfaction.
- Monitor, maintain and communicate service metrics. Ensure knowledge and utilization of tools needed to perform essential duties. Participate in development and implementation of new IT systems. Included but are not limited to Oracle, Sales Cloud, Dashboards, Tableau.
- Build internal relationships and understand key business processes to effectively lead a team that communicates and executes to customer requirements and expectations.
- 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 partners failing to follow standard procedures.
What You'll Need to Succeed:
- Bachelor's Degree in Business or related field
- 5+ years in export field
- 10+ years Customer Service
-
Proven leadership track record
- Demonstrated ability in leadership and organizational influence on behalf of the customer
- Excellent communication, organization and analytical skills
- Self-motivated, creative and flexible
- Foreign language is a plus, culturally aware and possesses and customer-centric mindset.
- Travel <5% of time
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 [email protected] 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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Top Skills
What We Do
Schreiber Foods strives to do good through food every day. Based in North America, we’re a customer-brand leader in cream cheese, natural cheese, process cheese, beverages and yogurt.
Our more than 10,000 employees and presence on five continents enable us to be an essential ingredient in our customers’ success. With annual sales of more than $7 billion, we partner with the best retailers, restaurants, distributors and food manufacturers around the globe. We also recognize our responsibility to do good in the world and are driven to make a difference in everything we do.
We’ve come a long way since our start as a small cheese company in 1945. Today, our team is more than 10,000 strong at locations across North America, Europe, South America, Asia and Africa. But our commitment to providing safe food the right way has never changed.
At Schreiber, we call ourselves partners, not employees, and there’s a good reason behind that. Our work is more than just a job. We make the company grow. We help each other grow and take care of each other along the way. And, we all share in the rewards.
Our people are truly the heart of our company, and we're on a journey together. We work hard to find great people with diverse backgrounds, experiences and perspectives, and provide opportunities to help them grow. But it’s about more than a career at Schreiber. Like a family, we care deeply about each other.
We strive to foster an inclusive work environment where all our partners can thrive. We've increased our commitment to diversity and inclusion by creating an overarching Diversity and Inclusion Council, as well as resource groups for women, African Americans, Pride, Vets and more groups that give a voice to all of our partners.
We're always looking for passionate partners to join our team and bring to life our culture of being customer obsessed and brilliant at the basics. Want to learn more about our company? Visit us at www.schreiberfoods.com.
