Customer Experience Lead @ Beyond Meat

COMPANY DESCRIPTION

At Beyond Meat, we started with simple questions. Why do you need an animal to create meat? Why can’t you build meat directly from plants? Thus, we make plant-based meats that allow families to eat more, not less, of the traditional dishes they love while feeling great about the health, sustainability, and animal welfare benefits of plant protein. Our goal is to bring exciting change to the plate—and Beyond.

TASKS, DUTIES, & GENERAL RESPONSIBILITIES

Consistently provides real-time, thorough customer service directly to BYMT’s customers, answering buyers and brokers’ inquiries utilizing tact and discretion
Independently leads frontline customer service, troubleshooting issues with an eye to maximizing customer’s satisfaction while ensuring policies and practices are followed
Proactively anticipates customer’s and Sales Team’s needs, researching and reporting information relevant to purchase order fulfillment and customer ordering trends
Screens, validates, and enters purchases orders into ERP system (Netsuite), ensuring pricing, discounts, shipping and delivery dates align with production levels and 3rd party logistics. Leads outreach to customer’s who do not follow current pricing and/or ordering guidelines
Manages specific customers’ independent ordering systems, including I-trade, Food Logic, RetailLink, and other customer-required software
Independently determines orders’ appropriate ship dates, items, quantities, and manages customer’s order fulfillment expectations
Enforces customers follow BYND’s Ordering Policies and Procedures and orders’ alignment to price sheets, order minimums and lead-time
Regularly revises BYND’s order fulfillment and customer service policies and practices in conjunction with Logistics and Supply Chain
Research and reports to customers and Sales Directors purchase order’s progress through the supply chain
Independently and upon request creates various reports on ordering patterns, volume, case fill, on-time deliveries, and other supply chain metrics
As part of the order fulfillment team with Logistics, manages shipment and delivery dates, obtains date changes from customers, and manages issue resolution between BYND, 3rd party logistics providers and shipping warehouses
Creates, maintains, and regularly revises for improvement various order trackers and other measuring tools quantifying order fulfilment statistics
Investigates order discrepancy claims, acquiring proofs of delivery and conducting other fulfillment research, determining to confirm or dispute claims in conjunction with Logistics and Accounting
Evaluates customer service and order fulfillment programs and tools for effectiveness and suggests resource improvements
Other duties as assigned

Education, Technical Skills, and/or Previous Experience:

Bachelor’s degree or an equivalent combination of education and relevant work experience
5 years minimum of commercial experience in the CPG industry
Excellent written and verbal communication skills, preferably in CPG environment
Strong analytical and problem-solving skills, working in a fast-paced customer service position
Experience with heavy data entry and a proven track record of low error rates
Familiarity with CPG order fulfillment and logistics a plus but not required: NetSuite, CHR Navisphere, i-Trade, Retail Link
Demonstrated ability at learning and mastering new online systems
Excel skills and abilities to create reports
Some familiarity with EDI preferred but not required

WORK ENVIRONMENT

Remote position
Limited travel may be required

The starting annual base pay for this role is between USD 40 and 48 an hour. The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. The role may also be eligible for bonus, equity, and benefits.

Beyond Meat is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, veteran status, marital status, gender identify, sexual orientation, national origin, liability for military service, or any other characteristic protected by applicable federal, state, or local law. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. Beyond Meat reserves the right to defer or close a vacancy at any time.

Please note that Beyond Meat has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees. All U.S. employees who (a) physically enter a Beyond Meat facility in the United States, (b) represent Beyond Meat at work-related events, including but not limited to trade shows and product demonstrations, or (c) physically enter customer or potential customer sites in connection with their work for Beyond Meat must take all necessary steps to be Fully Vaccinated as a condition of employment, unless a reasonable accommodation is approved.

Customer Experience Lead

Domestic

Beyond Meat

Compensation Overview

TASKS, DUTIES, & GENERAL RESPONSIBILITIES

Education, Technical Skills, and/or Previous Experience:

WORK ENVIRONMENT

6 month growth

1 year growth

2 year growth

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