Customer Experience Specialist

Joining King's Hawaiian makes you part of our `ohana (family). We are a family-owned business for over seventy years, respecting our roots while thinking about our future as we continue to grow and care for our customers and the communities we serve. Our `ohana members build an environment of inclusivity as they freely collaborate, pursue learning through curiosity, and explore innovation as critical thinkers. Beyond that, we are also passionate about supporting the long-term health and well-being of our employees and their families. If you're excited to rise with our team, come and join our `ohana!
Who Are We?
A few years ago, we realized that the growth of King's Hawaiian, our family owned, and values driven company founded in Hilo, Hawaii in 1950 had grown so fast (from $50M to more than $300M) that we would soon have to move to a focus solely on optimizing capital. We realized then that in a few years we would have to move to focusing both on optimizing capital and reallocating capital. Or, in other words, a business that would make acquisitions in addition to continuing to grow the King's Hawaiian brand. But we wondered: "Life is about more than just growth and revenue even though those two things are critically important. Is there a new, better, and special way in which we could achieve that growth? A way where the legacy we could create and leave behind might be as great or even greater than the growth we would achieve?"
These questions led to the birth of a whole new company. King's Hawaiian had been baking irresistible Hawaii-inspired foods since 1950. What would happen if the new company was populated by people who had in common high-performance heads, high performance hearts, and who shared common irresistible values? We fell in love with that concept. So, we decided " That kind of place would be irresistible. It's a big dream but let's create that dream and build that future!" And so, on September 1, 2021, the Irresistible Foods Group (IFG) was born, and we started to build that dream.
And, when it was born, we articulated that big dream in this Mission and Purpose Statement:
We create Irresistibly. Then we share it.
Irresistibility can exist in everything but rarely does, except here.
Further, we believe the core to our irresistibility is in our four values:

• Treat others with dignity - respect is unconditional. We have high-performance heads + high- performance hearts and never lose sight that we are all part of the same 'Ohana.
• Be curious and never stop learning. We approach conversations, situations, and problems with open minds and passionately seek to be better tomorrow than we are today.
• Dream big and get stuff done. Irresistibility is not an accident - we don't wait for the future to come to us; we actively create it.
• Bring your own flavor. We care about where you come from and how you see the world; our shared values are our bond, but our uniqueness is what makes us Irresistible.

These values are not only what drive us but also what we seek in all members at all levels in IFG as well as our operating companies (OPCOS). We look for diversity in many areas, but not in these values.
IFG kind of looks like a private equity or venture capital firm but it is much more than that. We are an owner-friendly acquirer focused on creating long-term value with no intent to ever sell our companies. And, importantly, we only invest and acquire companies that we think model these values and will create irresistibility in more than just profit measures. We support our OPCOS with capital allocation (cash & capabilities), strategic guidance, and operational governance but in a very decentralized environment. We strive to be the most trusted, influential, and value-creating family of authentic food & beverage brands. We build brands that are beloved by their consumers for their irresistible products, uniquely connected through their shared values, and sold in the perimeter (of grocery stores). And together, we are creating a connected eco-system of companies populated with smart people who are having a lot of fun creating irresistibility together. This is what we do. And today we are not one but are seven companies: (1) IFG; (2) King's Hawaiian; (3) King's Hawaiian Restaurants; (4) Grillo's Pickles; (5) Killer Brownie; (6) Innovation Bakers; and (7) Hello Hilo - our restaurant in Gainesville, GA that spreads Aloha through Hawaii-inspired cuisine and hospitality.
Who Are You?
Join our team as a Customer Experience Specialist and be the driving force behind our exceptional customer service! You'll manage the order process, coordinate logistics, and ensure timely and accurate order fulfillment. Your role will involve strategic planning, troubleshooting customer issues, and collaborating with various departments to enhance our customer experience. If you have a knack for problem-solving, a passion for customer satisfaction, and the ability to think critically and collaborate effectively, we want you on our team!
This role is right for you if you....

• Are a fixer and have a passion for/or propensity for problem solving.
• Love to learn and are INTENSELY curious. You want to learn more about customer engagement and discover opportunities for process improvement.
• Define collaboration and understand and believe in accountability.
• Like to have fun. REALLY like to have fun at work and find much of the fun is from accomplishing unusual, tough things.

What Will You Do?
As the IFG Customer Experience Specialist, your efforts and results will primarily be focused on the following areas:

• Manage the order process to ensure accurate, timely, and effective order fulfillment.
• Coordinate freight claims and third-party logistics to ensure correct allocation process.
• Make decisions and oversee process on the retrieval and sale of incorrectly shipped/delivered product to maximize revenue and minimize loss.
• Ensure accurate and timely transaction completion and make suggestions for problem solving.
• Provide sales team support and strategic planning for assigned accounts.
• Ensure customer EDI requirements are addressed internally in Master Data and externally with customers.
• Manage relationships with customer logistics; facilitate relationships between customer buyers and the IFG Sales Team.
• Report on team objectives including fill-rate, survey targets, on-time ships, order touches. Suggest improvements in the order process.
• Review and drive improvement in shipment and transportation efficiency and cost control.
• Collaborate with internal technology teams to ensure process integrity and efficient order processing (SAP/EDI).
• Maintain working knowledge of total customer base for coverage and assistance.
• Provide customer service support, troubleshoot customer issues, utilize product line expertise to drive recommendations, and escalate issues as necessary.
• Track repeated customer service issues and notify various teams who can resolve these issues and improve the quality of the products, services, and the customer experience.
• Survey customers to ensure their issues have been resolved satisfactorily.
• Determine the best method to resolve complex customer service problems to ensure customer satisfaction and adherence to company policies.
• Suggest and implement methods to improve area operations, efficiency, and service to both internal and external customers.
• May develop and deploy training programs.
• Perform other duties as required or assigned that are reasonably within the scope of this role.
• Note - this role will focus on the King's Hawaiian account!!!

Experience & Capabilities:

• Required - High competency with MS Word, Excel, PowerPoint, and CRM Applications.
• Required - The ability to both activate and amplify our Aloha Values, namely Excellence, Dignity, and Telling it like it is in a way that can be heard, as well as the Aloha Behaviors of Critical Thinking, Collaboration, and Curiosity.
• Preferred - At least 5 years of progressive experience in Customer Service, Sales, and/or Marketing.
• Preferred - At least 2 years of experience with SAP or a similar ERP software.
• Naturally curious and inquisitive.
• Bachelor's degree from an accredited 4-year college (preferred) or equivalent relevant experience.

IFG operates in a hybrid environment that fluctuates from week to week and is typically in the office between 1 to 3 days. There is 1 week per month when the entire IFG team is in the office for the whole week.
Irresistible Foods Group is an equal opportunity employer.
King's Hawaiian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our ohana.