Customer Experience Account Manager

Benefits: 14 paid holidays with a end of year holiday refresh break Health, Vision and Dental Insurance 401K program Tuition reimbursement program Be Positively Excellent well-being program Term Life Insurance Plan Standard Disability Plan

Job Description: The Customer Experience Account Manager (CXAM) is responsible for managing the full customer order process—from inquiries and daily order entry to service requests and sales support functions such as CRM updates and sample requests. Acting as a key liaison between customers, the sales team, and internal partners (Logistics, Operations, Credit, and Inventory Planning), the CXAM ensures a seamless and effortless customer experience. This role requires strong critical thinking, problem-solving skills, organizational excellence, and the resilience to navigate daily challenges while "owning" the customer relationship in partnership with sales. This position is based at our Rosemont, IL headquarters.

Key Responsibilities: Process and manage a high volume of complex, multi-step orders, serving as the primary owner to ensure accurate and timely execution. Navigate multiple computer systems and platforms to complete all steps of the order fulfillment process. Handle significant volumes of inbound and outbound communications (calls, emails, chats) with customers and internal stakeholders, ensuring timely and professional responses. Collaborate cross-functionally with Sales, Credit, Purchasing, Inventory, Logistics, Warehouse, and Accounting to ensure seamless order execution and customer satisfaction. Partner with Sales to support contract balance reconciliation, forecasting, sample requests, customer events, and issue resolution, offering solutions and alternatives as needed. Work closely with Sales Account Managers to ensure CRM accuracy, pipeline tracking, and market intelligence gathering. Assist Sales Account Managers with strategic analysis of customer growth goals in alignment with Batory Foods' objectives. Coordinate and support contract submissions and updates within the CRM system. Troubleshoot issues with critical thinking, business acumen, and professionalism to resolve complex challenges. Provide cross-functional support by covering team responsibilities and collaborating across departments when needed; serve as backup during team absences. Attend meetings and travel as required to support customer or business needs. Perform other duties as assigned by management.

Personal Qualifications: Strong commitment to accuracy and attention to detail, with an appreciation for organizational structure. Demonstrates initiative and self-motivation, taking ownership of tasks without the need for direction. Builds and maintains positive, collaborative relationships with customers, colleagues, and business partners. Consistently maintains a professional, empathetic, approachable, and polished demeanor in all interactions. Earns trust by demonstrating competence, reliability, care, clear communication, and follow-through. Willingness to work extended hours as needed to meet business demands. Thrives in a fast-paced, dynamic environment where no two days are alike. Comfortable in settings that encourage creative problem-solving and solution-oriented thinking. Excels in both team-oriented collaboration and independent work. Bachelor's degree in Business or Supply Chain/Distribution Management preferred, or 3+ years of equivalent experience. Proven experience demonstrating organizational skills, critical thinking, and problem-solving abilities. Proficient in Microsoft Office Suite, with strong data entry skills and intermediate-level Excel expertise. Batory Foods is an equal opportunity employer which considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law. In addition, Batory Foods also provides "reasonable accommodations" to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. If you need a reasonable accommodation for any part of the application or hiring process, please notify us immediately.