Customer Experience Specialist

Love solving problems, building relationships, and making sure the details are handled from start to finish? This could be the role for you. Food. Science is looking for an experienced Customer Experience Specialist to support our Vetri. Science customers and Sales organization. In this role, you’ll be an important connection between our customers and internal teams, helping ensure orders, questions, concerns, and account needs are handled accurately, professionally, and with a strong sense of ownership.

What You’ll Do Here Build positive, consultative relationships with customers while delivering a warm, professional experience across phone, email, chat, Teams, Salesforce, and other platforms. Respond to customer questions, resolve concerns, and coordinate with Quality, Shipping, Sales, Finance, and other teams to ensure timely follow-through.

Accurately enter and manage customer orders, monitor open orders, and proactively address payment, shipping, or fulfillment issues that could impact on-time delivery. Maintain accurate customer records and interaction history in Salesforce and customer portals. Support new customer onboarding in partnership with Sales Managers and Finance.

Process credits, reimbursements, chargebacks, call tags, and other account-related requests. Support customer compliance requirements and partner with Sales Managers on account follow-up and collections. Coordinate time-sensitive sample and trade show orders, including tracking shipments and communicating updates across teams.

Accurately manage and escalate adverse reaction and overdose documentation when required. Identify recurring customer issues or trends and bring them forward to the appropriate teams. Help improve day-to-day processes, support onboarding of new team members, and provide coverage across the Customer Experience team as needed.

What You Bring High school diploma or equivalent required; additional education or relevant training is a plus. 3+ years of experience in customer service, order management, sales support, administrative support, or a related environment preferred. Experience working within an ERP, order management, or similar business system; experience with Global/ Process Pro, Shopify is a plus.

Working knowledge of Microsoft Word, Excel, and Outlook, with comfort learning and navigating web-based business platforms and customer portals. Experience with CRM systems such as Salesforce is preferred. Customer service, administrative, marketing, or e-commerce experience is helpful. Strong written and verbal communication skills with a customer-first mindset.

Excellent organization, attention to detail, and commitment to follow-through. Ability to manage multiple priorities, projects, and timelines in a fast-paced environment. Strong problem-solving and critical-thinking skills with a solutions-oriented approach. Comfort working cross-functionally and communicating with multiple teams and levels of the organization.

Strong math skills; some accounting knowledge is preferred. Working knowledge of Microsoft Word, Excel, Outlook, and web-based business platforms. Comfort learning and working within systems such as Salesforce, customer portals, SharePoint, Teams, Asana, and similar tools. Curiosity about e-commerce platforms, customer marketplaces, and Amazon.

Flexibility and a willingness to jump in where needed as business priorities evolve. A Little About Food. Science At Food. Science ®, our mission is simple: Helping people and pets live healthier lives. For more than 50 years, we have developed high-quality nutritional products and trusted brands while creating a collaborative workplace where people are encouraged to learn, contribute, and grow.

Food. Science offers 9 paid holidays each year—including your birthday—plus a paid week off during our annual plant shutdown and a competitive PTO program that begins accruing immediately .

Benefits

include health insurance with HSA and FSA options, dental, vision, life insurance, voluntary coverages , employee discounts, and professional development opportunities. You’ll also be joining a supportive, experienced team that is invested in helping you succeed. Equal Employment Opportunity Food. Science provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of any characteristic protected by federal, state, or local law.