Customer Operations Liaison

Welcome to CTI Foods, where quality, service, and people are at the heart of everything we do. We are a leading food manufacturing company, dedicated to providing our customers with the best possible products and our employees with a rewarding career. 

At CTI, we passionately believe that people are our #1 ingredient. We provide a positive and supportive work environment, opportunities for growth and advancement, and a competitive compensation package. We value our employees' contributions and strive to create a culture of respect, teamwork, and excellence.

Whether you're interested in a career in production, quality control, or management, we have a variety of opportunities available. We believe that our success is a result of our focus on quality, service, and people, and we look forward to continuing to serve our customers and employees with excellence.

If you're looking for a rewarding career in the food manufacturing industry, look no further than CTI Foods! Join our team and become a part of a company that values quality, service, and people. 

The Customer Operations Liaison acts as a bridge between customers and CTI Foods, ensuring smooth communication and addressing customer needs. They focus on providing positive customer experience, building relationships, and addressing inquiries, concerns, and feedback, ultimately contributing to customer satisfaction.

Customer Relations

• Serve as the main point of contact for customers.
• Build and maintain customer relationships.
• Understand the unique needs and behaviors of each strategic customer.
• Collaborate with the sales team to ensure alignment on customer account performance, growth opportunities, and customer feedback.
• Facilitate the resolution of customer issues that require cross-functional collaboration and coordinated task management (quality, transportation, production, procurement, etc.) and communicate back to the customer.

Product Management

• Collaborate with the project management team to ensure new products and product modifications meet customer timelines.
• Collaborate with sales, customer service, scheduling and demand planning to ensure product deletions are managed effectively.
• Keep track of customer inventory needs, communicate restocking requirements, and ensure that production or inventory levels align with demand.
• Provide ramp-up or ramp-down information (inventory, open orders, etc.) to customers as needed.

Planning

• Meet with the demand planner regularly to stay informed on customer performance to forecast and seasonal demand patterns.
• Gather customer feedback on product changes, volume shifts or upcoming events and ensure relevant information is shared with the demand planner.

Performance Management and Continuous Improvement

• Monitor key performance indicators (KPIs) such as on time & in full delivery, finished goods - days on hand and forecast accuracy.
• Closely track customer performance to budget, work with customers to mitigate gaps, and proactively engage sales when there is significant budget risk.
• Provide Finance with root cause details for significant budget variances during the weekly review meetings.
• Weekly meetings and monthly performance reviews with strategic customers.

Any other duties as assigned.

What we need from you:

• College degree in Business, Communications, or related field.
• 2-4 years of customer service experience in a fast-paced work environment, required (non-degree 6+ years).
• Experience in customer service within the manufacturing or food industry is preferred.
• Ability to effectively communicate, both verbally and in writing, by creating and documenting clear, concise memos, documents, and reports.
• Ability to understand and follow written and verbal instructions, organize, and independently process and prioritize work with minimal supervision.
• Demonstrated proficiency in the use of MS Outlook, Word, and Excel.
• Ability to input and retrieve data & information using designated departmental systems and e-mail systems.
• Ability to establish and maintain collaborative relationships with professional boundaries with all levels of management, staff, and internal/external customers.
• Ability to use considerable awareness, judgment, poise, and tact when performing tasks and resolving issues from several points of view.
• Must be self-motivated and demonstrate an ability to adapt to sometimes conflicting, changing priorities and expectations in a fast-paced work environment.
• Effective organization, time management, problem solving, interpersonal, and active listening skills
• Ability to work well in a team environment.

What you'll receive from us:

• Salary within the range of $50,000 - $75,000, depending on experience*
• Unlimited PTO*
• Medical, Dental, & Vision Insurance
• Company Paid Life Insurance
• Telehealth Services
• 401K Matching
• FSA & HSA available
• EAP and wellbeing support
• Tuition reimbursement program available

*The estimate displayed represents the typical salary range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. Most candidates will start in the bottom half of the range. Unlimited PTO requests are subject to approval and is subject to the current business needs of CTI Foods.