Customer Experience Lead - Domestic

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.
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 l