Customer Service - Account Manager

Job Details:

• Full-time
• 1st shift (Monday – Friday, 7:00am-4:00pm)
• Department: Customer Service Team
• Job Location: Green Bay, WI

About Us
Locally owned and operated since 1995, Winona Foods is proud to be a growing industry leader in innovative cheese manufacturing, converting, and distribution. We support a wide range of partners — from major dairy manufacturers to industrial and foodservice customers across the country.

If you’re looking for a workplace where people matter and ideas truly make an impact, you’ll feel right at home here.
Winona Foods — Imagine the Possibilities!

Position Summary

Under the direction of the Customer Service Team Manager, the Customer Service Account Manager serves as the primary liaison between Winona Foods’ internal departments—including Sales, Quality Assurance, Accounting, Warehouse, Production, and Scheduling—and assigned customer accounts. This role is responsible for managing day‑to‑day customer interactions, ensuring accurate and timely order processing, and supporting cross‑functional communication to deliver an exceptional customer experience. Strong problem‑solving abilities, attention to detail, and a collaborative mindset are essential to success in this position.

Essential Duties and Responsibilities
The list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

1. Process customer orders, order changes, and order-related documentation with accuracy and timeliness.
2. Coordinate and process sample requests, ensuring proper documentation and follow-through with internal departments.
3. Prepare, update, and distribute customer specific reports for item allocation purposes, deduction tracking, and other customer needs.
4. Manage customer returns, refusals, complaints ensuring appropriate documentation and communication.
5. Proactively communicate with internal departments regarding customer requirements, process improvements or other issues that arise.
6. Interpret and implement proper customer pricing to ensure accurate invoicing.
7. Serve as a backup for other Customer Account Managers, supporting workload sharing and cross-training initiatives.
8. Maintain and update customer profiles including customer-specific requirements, shipping instructions, and product specifications.
9. Participate in continuous improvement initiatives, identifying ways to increase efficiency and customer satisfaction.
10. Perform other duties as assigned.

Qualifications:

• High school diploma required, Associate's degree or equivalent experience preferred.
• Minimum of three years’ experience in customer service, account management, or order management required.
• Experience working in a food manufacturing industry preferred.
• Experience working in ERP systems and order-entry platforms.
• Ability to handle multiple priorities in a fast-paced environment.
• Proven ability to build effective working relationships with internal and external stakeholders.
• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills, including the ability to draft clear, professional email correspondence as the primary method of customer interaction.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, OneNote).

Conditions of Employment:

Candidates subject to a pre-employment background check.

Equal Opportunity Employer Statement:
Winona Foods is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.

Qualified applicants will receive consideration for employment without regard to these protected characteristics. All employment decisions are made based on qualifications, merit, and business needs, ensuring a fair and equitable hiring process.