Customer Success Engagement Specialist

MALTEUROP MALTING COMPANY:

Malteurop Malting Company is a leading supplier of craft malt for brewers across North America.

As a farmer- owned company, Malteurop believes in controlling our complete barley and malt supply chain - from farmer to brewer - and collaborating and innovating with our growers to create malt that exceeds the exacting standards of craft brewers.

The result is a portfolio of premium base, specialty and distillers malts that enable craft brewers to deliver the quality and consistency they demand in every beer they brew.

 JOB PURPOSE: 

Our Customer Engagement Specialist (CES) plays a crucial role in the experience of Malteurop Malting Company customer’s both internal and external. The CES will work closely with all levels of Malteurop Malting Company organization including but not limited to our sales team, transportation, accounting, manufacturing plants and distribution centers across the country. Ensuring engagement with all customers related to any business needs proactively is a key component to this role along with having a high sense of urgency to provide resolution to Malteurop Malting Company customer expectations.  Creating an open communication with Malteurop Malting Company sales team and customers for continued success will be necessary within the CES role.

 The CES will work cohesively with other members of the Customer Success team providing a culture of supportive team work and open communication. Relationship building and trust while possessing a customer centric mind state for our future business needs will ensure the CES is successful within their role.  The CES will need to be able to challenge the current processes and identify gaps for improvement areas while providing resolutions to findings.

Essential Duties and Responsibilities:

  • Monitor customer orders, returns and credits
  • Follow-up with pricing, credit, quality assurance, transportation, warehousing and supply chain
  • Handle customer escalations while communicating resolutions
  • Proactive daily customer follow up on orders
  • Communicate with customers across all channels, i.e.: email, live chat, phone
  • Provide back up support to all team members within the department
  • Monitor various reports to properly maintain orders, returns, complaints, contracts, forecast, etc.
  • Daily communication with sales team surrounding customer feedback
  • Ensure timely resolution of customer complaints and capture associated costs
  • Maintain customer accounts and update requirements as needed
  • Participate and own the customer onboarding process
  • Customer contract knowledge and maintenance
  • Participate in obtaining forecast information and Demand Planning solutions
  • Monitor, investigate and provide solutions to customer/company
  • Provide new product information to encourage sales

 Qualifications required:

  • A clearly demonstrated and articulated passion for customer service and the craft beer, craft distilling and/or craft malting business
  • High School Diploma
  • 5+ years’ experience in an account management role
  • Experience using ERP system, SAP preferred
  • Experience using CRM system, Salesforce.com preferred. Ability to adapt in a fast-paced environment and a rapidly growing and evolving industry
  • Highly Organized
  • Strong Attention to Detail
  • Computer proficiency in Microsoft Excel, Power Point and Word
  • Must possess effective and efficient communication skills

This position will require a successful completion of a pre-employment drug screen and background check.

Malteurop Group is an international leader in the malt producing industry. Our success began in the 1960 with our first malting plant in France. Today, our growth has allowed us to expand into 14 countries worldwide. We are present in all of the major malt sectors, including malt for brewers and distillers, as well as malt-based ingredients for the agribusiness industry.

As an integral part of the Malteurop Group, Malteurop North America, headquartered in Milwaukee, Wisconsin, has malting facilities located in Milwaukee, Great Falls, Montana, Winona, Minnesota and Winnipeg, Manitoba, Canada. Our rich history provides employees with a culture of teamwork and stability, focused on our values of trust, mutual respect, spirit of initiative and sharing of experience. We are innovative in our malt product line with the recent launch of Craft Master Malt, providing our craft brewing customers unparalleled malt quality and flavor.

Malteurop North America is an Equal Opportunity Employer.

Malteurop North America offers an excellent benefit package, including health, dental and vision insurance, prescription drug coverage, life insurance, education reimbursement, fitness reimbursement, pet insurance and 401(k) with company match.