Customer Care Coordinator

About Us

Foremost Farms USA is one of the largest, leading dairy cooperatives in the United States and major dairy food and ingredients manufacturing business. We represent hundreds of Midwest dairy farmer members located in seven Midwest states, and we produce about 500 million pounds of cheese and 50 million pounds of butter in plants across our network every year. "We Bring Dairy to Life" in seven manufacturing plants across Wisconsin and Michigan and in our headquarters in Middleton (Madison), Wisconsin;

and we're looking for employees who are innovative and aim for excellence in our wide variety of production, field and business roles. Join us!

JOB TITLE
:
Customer Care Coordinator
POSITION TYPE
:
Full time
CLASSIFICATION
:
Exempt

Monday - Friday working core business hours

This position manages the daily operations with the customers of Foremost Farms on the cheese, butter, and ingredients product lines. This role is responsible for ensuring customer needs are addressed cross-functionally within the organization including various teams such as Commercial, Planning, Supply Chain, R&D. The role is the daily contact and interaction point for our customers and champion of the Foremost Farms mission to be a market-led and customer-centric organization.

Ensure information flows in timely and accurate manner between internal and external customers:

• Receive, enter, and confirm orders back to customers accurately and timely
• Ensuring accurate pricing on customer orders, and working with Pricing Analyst and Finance to ensure all deductions and credits are processed quickly to maintain cash flow targets
• Ensuring all quality complaints are entered when received and quick, clear, and accurate resolution is communicated to the customer

Building relationships at all levels of the organization, internally and externally, to ensure collaboration, trust, and transparency especially in difficult situations:

• Following up internally and communicating to customers on production and inventory status
• Resolving issues that may arise with delayed shipments, order fill rate, etc.
• Partner with key cross-functional partners to help them understand our customers' needs and provided information, documentation, etc. in a timely manner

Working actively with customers on new products, process, and other areas to help ensure volume growth:

• Understanding inventory levels and current customers' demands to provide accurate forecasts back to the organization for our Sales, Inventory and Operational Planning analytics
• Regular proactive conversations with customers to understand their business model to help us serve them better

Maintain data integrity and accurate master data:

• Shared responsibility to ensure data accuracy within our CRM Platform (Salesforce), in partnership with Sales Account Managers.
• Maintaining customer documentation and SOPs in accordance with record retention policies
• Confirmation of accurate pricing and review of invoices before going to customers

Maintain visibility for customers and ensure coverage as urgent issues arise

• Potential travel up to 25% of the time for customer visits, trade shows, conferences, and plant visits
• Weekend rotation required every 3-4 weeks, on-call basis, to ensure customer needs are met for any emergency situations
• Strong attention to detail, ability to work on multiple tasks simultaneously, critical thinking and problem-solving skills, team collaboration and service mindset

Other related duties as assigned.

• Facilitate trusting relationships through effective communication, follow through on commitments, resolving conflicts and recognizing the good work of others.
• Demonstrate growth-oriented qualities by asking questions, being curious open-minded, agile, learning from failures and inspiring the same in others.
• Demonstrate agility and resilience with open mind, flexibility, and support of others in difficult situations.
• Demonstrate self-awareness of strengths and weaknesses and seeking feedback to improve.
• Take ownership to move self (and team, if applicable) forward with positive approach intended to exceed expectations and inspire same in others.

Job Setting:
Hybrid, Minimum of two days/week in the corporate office

At Foremost Farms, we believe that you and your family matter most. That's why we're proud to offer one of the most comprehensive and competitive benefits packages in the area - designed to support your health, financial security, and work-life balance.

• Medical, Dental, and Vision Insurance - Flexible coverage with options to meet the needs of you and your family
• 401(k) Retirement Plan - 100% company match on up to 8% of your contributions
• Generous Paid Time Off - Start with 200 hours of PTO (pro-rated…