Baldwin Richardson Foods (BRF) is focused on enriching the flavor of life. As a full-service liquid products supplier and strategic partner to the food and beverage industry, BRF combines its formulation expertise and unique packaging options with robust processing capabilities to produce high-quality sauces, toppings, syrups, fillings, and shelf-stable beverages for the world's most iconic Quick Service Restaurants (QSRs), Consumer Packaged Goods (CPG) brands, and food service companies. The company also manufactures and markets Mrs. Richardson's dessert sauces and Nance's mustards/condiments.  BRF has facilities from coast-to-coast to meet our growing partnership needs.
Job Description
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Customer Experience Representative (Food & Beverage Manufacturer)
Posting Start Date:  9/17/26
Division:  Supply Chain
Location Type:  Hybrid
Pay Min:  28.00 USD
Pay Max:  30.00 USD
Job Location:  Macedon, NY, USA, 14502
Req Id:  751

WHAT WE NEED

The Customer Experience Representitive position is instrumental in delivering an outstanding customer experience by acting as the voice of the customer, addressing customer concerns with a focus on root‑cause resolution, managing order placement and fulfillment, and proactively strengthening customer partnerships. The role collaborates with internal stakeholders to ensure customer expectations and requirements are clearly communicated and supported.

WHAT YOU WILL DO

Customer Support & Relationship Management

• Serve as the internal voice of the customer and build strong relationships with key contacts.
• Guide customers through onboarding, item setup, and ongoing account support.
• Communicate scheduling updates (holidays, plant closings) and coordinate plans accordingly.

 

Order Management & Issue Resolution

• Receive, validate, and process customer orders and changes across all channels (EDI, portals, email, phone).
• Monitor and interpret order, inventory, and production data to ensure accurate fulfillment.
• Resolve urgent order issues (inventory shortages, delays, system errors) and escalate when needed.
• Verify pricing and minimum order quantities to maintain accuracy.

 

Collaboration, Reporting & Continuous Improvement

• Work closely with sales, planning, shipping, quality, and other teams to meet customer requirements.
• Prepare customer and internal reports, including delivery performance and complaint trends.
• Track and document customer complaints, identify patterns, and partner with teams on corrective actions.
• Recommend and implement process improvements and support standardized workflows and cross training.

WHAT YOU NEED TO BE SUCCESSFUL

  • High school diploma or equivalent required. BS preferred in business, supply chain, communications, marketing or related.
  • Five (5+) years of customer service-related experience; including manufacturing, business-to-business (BTB).
  • Experience with ERP systems; SAP preferred.
  • Strong written and verbal communications – primarily email communication.

#LI-LV1
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Baldwin Richardson Foods (BRF) is a place where people go above and beyond. It’s only fitting that our employees be compensated in a similar fashion. We offer a compensation and benefits package that’s holistic, competitive and fair. It’s focused on total well-being, so in addition to standard benefits, we offer extra perks such as vacation buy, floating holidays, health and wellness rebate and tuition assistance. BRF is committed to hiring a workforce which encourages diversity of thought and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, protected veteran status, genetics, gender identity or expression, national origin, or disability.