Customer Experience Account Representative

What You'll Do:

• Manage a portfolio of large, complex, and strategic customer accounts, serving as the primary point of contact and ensuring consistent coverage, proactive communication, and coordination across order-to-cash activities
• Provide oversight of the team’s shared customer inbox, monitoring performance and trends to ensure timely, accurate, and consistent responses while identifying opportunities to improve service quality
• Support and guide the resolution of complex and escalated customer issues, partnering with team members to ensure alignment with customer requirements and commercial commitments
• Partner cross-functionally with Wholesale Sales, Product Management, Credit, and other stakeholders to support account strategy, order execution, and customer satisfaction
• Anticipate customer needs and manage order flow, logistics coordination, and potential disruptions proactively
• Lead onboarding and training for team members, including development and maintenance of process documentation and training materials
• Serve as a subject matter expert, providing ongoing coaching to enhance team capability and consistency
• Coordinate and support internal and external audit activities, including SOX requirements, ensuring timely and accurate documentation
• Maintain compliance with internal controls and identify potential risks, partnering with stakeholders to resolve gaps
• Oversee contract administration activities, including execution, tracking, and maintenance of contracts, amendments, and renewals
• Ensure contract data accuracy and alignment with commercial terms, proactively managing expirations and renewal timelines
• Identify and drive improvements across processes, systems, and workflows, supporting the implementation and adoption of scalable solutions and best practices to enhance efficiency, accuracy, and overall team performance

What You'll Bring:

• Bachelor’s degree in Agriculture, Business Administration, Supply Chain, Logistics or related field
• 3–5+ years of experience in customer experience, account management, or order-to-cash operations, with demonstrated ability to manage complex accounts
• Proven ability to serve as a subject matter expert and provide guidance, training, and support to team members
• Strong analytical and problem-solving skills, with the ability to assess complex situations and drive effective resolutions
• Demonstrated ability to influence outcomes, collaborate cross-functionally, and build strong stakeholder relationships
• Experience supporting audit activities or working within controlled environments, with an understanding of compliance and risk management principles
• Familiarity with contract administration processes and ability to interpret and apply commercial terms within operational workflows
• Advanced organizational and prioritization skills, with the ability to manage multiple priorities in a high-volume environment
• Strong communication skills, with the ability to clearly convey information and drive alignment across teams
• Proficiency in SAP, MSS, and Microsoft Office applications (Excel, Word, PowerPoint), with the ability to learn and adapt to new systems quickly
• High attention to detail and commitment to accuracy, particularly in complex or high-impact scenarios
• Continuous improvement mindset, with the ability to identify inefficiencies and support implementation of process enhancements