About the Company

Malteries Soufflet acquired United Malt Group in 2023, creating the world’s largest malting company with an annual production capacity of 3.7 million tons of malt through 41 facilities in 20 countries, serving both industrial and craft brewers and distillers. Across the globe, our family of brands produce malt that is blended into some of your favorite industry-leading beverages and local craft brews. Our more than 2300 employees are proud of the rich heritage of our family of brands and are committed to incorporating sustainability improvements at every touchpoint of our supply chain. We celebrate the diversity of our people and together strive to create an environment where all employees are safe, welcomed and have a sense of belonging. Leverage Difference • Be Accountable • Passion for Innovation • Cultivate Agile Collaboration SUMMARY: Serve as a frontline operational partner to customers and internal teams by delivering accurate, responsive support across all communication channels and ensuring seamless execution of the end-to-end order-to-cash process. The CSR I guides customers through ordering, documentation, issue resolution, and account support while reinforcing digital adoption and contributing to operational efficiency as the organization evolves. ESSENTIAL FUNCTIONS: Customer Communication & Account Support Serve as a primary point of contact for customers via phone, email, and other supported digital channels (e.g., chat as introduced). Respond to inquiries related to orders, inventory availability, pricing, contract status, documentation, and payment status. Manage inbound and outbound communication to ensure timely follow-up and clear resolution. Support onboarding of new customers by explaining ordering processes, documentation requirements, and digital tools. Order Lifecycle Management Accurately enter, confirm, modify, and track customer orders within designated systems. Monitor orders from placement through fulfillment and delivery, proactively addressing issues. Coordinate with Warehouse Operations, Logistics, Sales, and Finance to resolve discrepancies or fulfillment challenges. Support customers with substitutions, availability checks, and delivery timing updates. Webstore & Digital Support Assist customers with webstore navigation, account setup, online ordering, and troubleshooting. Reinforce digital ordering adoption while maintaining service standards. Identify recurring digital friction points and escalate appropriately. Documentation & Sales Support Receive, validate, distribute, and maintain customer documentation (contracts, tax exemptions, credit forms, etc). Support Sales by managing documentation flow and maintaining accurate system records. Ensure customer master data and account information remain accurate and complete in system-of record platforms. Issue Resolution & Complaint Handling Receive and document customer complaints; conduct initial investigation and remediation within defined authority. Escalate higher-impact issues appropriately while maintaining communication ownership. Identify patterns in recurring issues and surface insights for improvement. Cross-Functional Coordination Partner closely with Sales, Warehouse Operations, Logistics, Finance, and Sales Operations to ensure aligned and accurate execution. Follow established SOPs and utilize designated systems as the single source of truth. Participate in process improvement initiatives that enhance service quality and operational efficiency. KNOWLEDGE SKILLS AND ABILITIES: High school diploma or GED required; associate degree or relevant coursework in business, operations, or a related field preferred. Equivalent combination of education and experience considered. 1–3 years of experience in customer service, order management, sales support, or related operational roles within a B2B environment. Experience working within ERP and/or CRM systems; familiarity with Microsoft Dynamics 365 (F&O and/or CE) preferred. Proficiency in Microsoft 365 tools, including Outlook, Excel, and Teams, for communication, reporting, and workflow coordination. Experience supporting digital ordering platforms or webstore environments preferred. Demonstrated ability to collaborate cross-functionally with operations, logistics, finance, and commercial teams. Strong written and verbal communication skills across phone and digital channels. High attention to detail with accuracy in data entry and documentation management. Ability to manage multiple priorities effectively in fast-paced environments. Sound professional judgment in issue resolution and escalation decisions. Strong collaboration and teamwork skills across diverse stakeholders. Comfortable navigating multiple systems simultaneously while maintaining organization. Adaptable to evolving processes, automation initiatives, and digital transformation efforts. Customer-focused mindset with solution-oriented problem solving. WORKING CONDITIONS: Typical standard office environment most of the time, may visit a production facility, warehouse, or farm on occasion. Must be able to wear of required personal protective equipment and adhere to all safety protocols. COMPENSATION: We offer a competitive remuneration package, including base wage, vacation, and a comprehensive benefits program designed