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General Purpose:

Provide frontline customer service and support to fluid, manufacturing and ingredient customers within the Mideast Area (MEA). Maintain and increase customer satisfaction by ensuring that incoming raw milk quality, butterfat/milk weight variance and delivery performance consistently meets or exceeds customer expectations. Work to ensure that all customer issues at the assigned plants are communicated to appropriate individuals, receive a prompt response and are successfully resolved. Conduct research and perform analyses on approaches to serve assigned customers more effectively and economically including price competitiveness within the local market. Assist sales and marketing leadership with negotiation preparations, pricing, presentations and special projects.

Job Duties and Responsibilities:

• Function as the key communications liaison between assigned customers and the MEA management team, logistics planning, hauling, field service and accounting functions ensuring that critical information flows to/from all and that customer service issues receive prompt attention and response
• Continuously monitor raw milk quality, butterfat/milk weight variance, load rejections and delivery performance at all assigned plants to help ensure that milk deliveries conform to the customer’s receiving standards. Alert the appropriate MEA staff to emerging issues and work towards resolution
• Research and respond to all routine inquiries, requests and concerns received from plant personnel and others regarding pricing concerns, URC programs, milk quality and delivery, customer service/satisfaction issues, industry news/events, product specifications and certifications and DFA policies/programs, etc.
• Analyze DFA’s cost to service all assigned plants. Research/evaluate strategies to lower the cost of service, while maintaining an acceptable level of customer satisfaction and DFA operational efficiency. Recommend specific cost-saving actions to MEA management team
• Assist with marketing strategy development, contract negotiation and pricing/invoicing of raw milk sales to all assigned customers as required
• Research emerging trends/regulations/issues that may impact DFA’s ability to serve the assigned customers efficiently and profitably. Develop/recommend strategies to address the potential impact
• Function as the key support role to sales and marketing leadership
• Function as a key staff member to provide information and help develop sales/marketing presentations to the Mideast Area Council (MEAC) and management team
• Work collaboratively with sales and marketing leadership and peers in developing customer contract proposals
• Provide support to the membership team at local producer meetings or team meetings
• Understand product production at plants to capitalize on potential for using alternatives such as condensed, cream and non-fat dried milk (NFDM) if/when applicable
• Participate in management meetings and special project assignments as defined
• Continuously work to increase expertise in milk quality/marketing/pricing, dairy product processing, food safety systems, logistics and business process improvement through self-study, participation in industry and agency meetings, formal training and inter-departmental discussions, assignments and projects
• The requirements herein are intended to describe the general nature and level of work performed by employee; but is not a complete list of responsibilities, duties and skills required. Other duties may be assigned as required

Travel:

• 25%-50% (up to 1 week per month)