Company Overview 

Brookside Flavor & Ingredients LLC (“BFI”) is a diversified developer, manufacturer, and marketer of food flavorings and ingredient serving both sweet and savory end markets. BFI is headquartered in Addison, IL with another facility in Branchburg, NJ. BFI is a fast-paced company expanding through de novo initiatives, organic growth, and continued acquisition of flavor companies and technologies. 

Position Overview:

As our Customer Experience Specialist, you are the heartbeat of Brookside’s customer journey. You’ll manage turnkey customer service requests, coordinate response readiness for customer inquiries, and ensure every customer feels valued and supported. Your organizational skills and positive energy will help us create memorable experiences and support our mission to Make It Happen. 

Key Responsibilities: 

• Monitor the customer service email inbox/Salesforce.com cases and respond accordingly.
• Accurate and timely entering of customer sales orders into the system, verify pricing, and confirm orders back to customers.
• Collaborate with Scheduling to allocate stock to customer orders or request production schedule adjustments for urgent inquiries.
• Independently reply to customer requests and concerns, escalating to Customer Success Manager when necessary.
• Respond to emails and enter invoice and certificate of assurance information accurately and timely while ensuring customer contact information is correct.
• Maintain knowledge of BFI products and customers to efficiently process customer information and respond to customer requests.
• Collaborate with departments such as production, purchasing, shipping, and quality control to resolve issues and overcome challenges.
• Assist with the upkeep, management, and filing of documents related to materials and finished goods.
• Follow up on order status, back orders, expediting, shipping discrepancies, product availability, and missing documents.
• Complete documentation for potential issues, advise necessary parties, and keep customers thoroughly informed on status.
• Build personal relationships with customer contacts to enhance BFI partnership and deepen customer understanding.
• Support Customer Success Manager in formulating and communicating customer learnings to the sales organization to support business development and other functions for continuous improvement.

Qualifications, Skills and Experience:

• Bachelor’s degree preferred.
• 3–5 years in customer service or order management roles.
• Strong communication and organizational skills.
• Experience with order entry systems and customer databases.
• Detail-oriented, proactive, and collaborative.

Cultural Fit:

• Strong voice for the BFI values and culture
• A “can-do” attitude with respect for co-workers, suppliers, and customers
• Ability to foster a positive and collaborative work environment across all levels and functions
• Strong focus on continuous improvement
• Strong work ethic, entrepreneurial attitude, and ownership mindset
• A collaborative partnership mentality combined with strategic and analytical rigor
• Humility, high integrity and impeccable ethics

BFI’s Values:

• Cultivate Wildly Excited Customers: The customer is always the top priority. Every day the team is hyper-focused on making our clients love BFI. Someone who embraces the values makes every decision, no matter how big or small, with the customer top of mind. They put themselves in the customers’ shoes and make their experience better. That way, the team creates Wildly Excited Fans of the customers and of each other. If customers aren’t wildly excited about Brookside’s people and their service and products, then the level of service expected was not achieved.
• We Do The Right Things: What do you do when no one else is looking? Brookside’s teams act with integrity and honesty and focus on putting themselves in the shoes of others with safety top of mind.
• Find a Better Way: A diverse culture of innovation and continuous improvement. Constantly seeking personal and professional growth to drive customer success.
• Build for Durability: Brookside wants to create something worth creating, that will endure the test of time and is respectful of the planet. They do this by relentlessly focusing on the customer’s success, creating high quality, Healthy, Natural, Good for You products, and planning for long-term growth and scale. They’re grounded in humility and driven by ambition and success for all their key stakeholders.
• Teams on a Mission: Above all, they’re a team. That means they show up for each other, act with empathy, and bring their authentic selves to work every day. Growing this company is not for personal gain, but for each other, with the mission in mind.
• Make Something Better – Today: Hungry; passionate, and in love with new challenges. You don’t hear a lot of “I don’t know how” or “I can’t” at BFI. When faced with a hurdle, the team jumps with creativity.

Compensation and Benefits:
BFI offers a very attractive compensation package, including a base salary, three variable bonus programs, 401k safe harbor match of 4% along with group insurance options for medical, dental, vision, life and disability.  

Disclaimer:
This job description is not intended, and should not be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job.  It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation.  As such, the incumbent may perform other duties and responsibilities as required.