CUSTOMER EXPERIENCE COORDINATOR

Customer Experience Coordinator

Fredericksburg, Texas

Do you love helping people? Are you the person who figures things out?

Premier Cru is looking for a Customer Experience Coordinator who believes great customer service is about more than answering a phone call or entering an order.

We are looking for someone who genuinely enjoys taking care of people. Someone who listens, pays attention to the details, asks questions, finds answers, solves problems, and follows through.

If you are the person people naturally come to when they need help, we want to talk with you.

About Us

Premier is a growing company serving chocolatiers, pastry chefs, bakers, confectioners, and culinary professionals across the country and around the world.

Our customers depend on us for more than products. They depend on our knowledge, responsiveness, creativity, and service to help them succeed.

Our mission is to inspire culinary creativity by delivering innovative products, sharing knowledge, and providing exceptional service that empowers chefs, artisans, and makers to create with confidence.

We believe every customer interaction matters.

The Opportunity

The Customer Experience Coordinator is the customer's advocate inside Premier Cru.

You will help customers find products, answer questions, navigate product availability, place and manage orders, solve problems, and coordinate with the people inside Premier Cru who can make things happen.

You will work closely with Sales, Inventory, Purchasing, Production, Shipping, and Logistics. The customer should never have to understand how our departments are organized. They should simply know that Premier Cru is taking care of them.

This is a hands-on position that combines customer service, order coordination, problem solving, communication, organization, and teamwork.

What You'll Be Doing

Your day will revolve around taking care of customers and making sure their needs are handled from beginning to end.

You will receive and review customer orders, enter orders into our ERP system, monitor orders through fulfillment and shipment, and communicate with customers throughout the process. You will make sure information is accurate and that important details don't get lost between departments.

You will answer customer questions and help customers find the products or information they need. Sometimes the answer will be easy. Sometimes you will need to do some research and talk with other people inside the company to find the right answer.

That's where the concierge part of this position comes in.

When a customer says, "I need help," your response shouldn't be, "That's not my department."

Your response should be, "Let me see what I can find out."

You will coordinate with Sales, Inventory, Purchasing, Production, Shipping, and Logistics to solve customer problems and keep orders moving. When something goes wrong, you will help determine what happened, what needs to happen next, and who needs to be involved.

Most importantly, you will follow through.

We Want Someone Who Takes Ownership

The best Customer Experience Coordinator isn't someone who simply completes a list of assigned tasks.

We want someone who looks at a customer situation and thinks:

"What needs to happen to take care of this customer?"

You will be expected to notice problems, ask questions, find solutions, and follow things through to completion.

You should be comfortable saying, "I don't know, but I'll find out."

And then actually finding out.

You should be someone who doesn't wait for someone else to notice that an order is going to be delayed. You notice it, communicate it, and help find a solution before it becomes a bigger problem.

You Don't Have to Know Everything

You don't need to walk through the door knowing every Premier Cru product or understanding every part of our operation.

You do need to be curious.

We will teach you our products, systems, customers, and processes. In return, we expect you to learn, ask questions, retain information, and become increasingly knowledgeable.

The ideal person for this position enjoys learning about products and enjoys helping customers figure out what they need.

What We're Looking For

We are looking for someone with strong communication skills, excellent attention to detail, and a genuine desire to help people.

Customer service, order processing, sales support, administrative, or related experience is preferred. Experience working with an ERP or order management system is a plus.

You should be comfortable working with numbers, quantities, product information, email, Excel, Outlook, and multiple priorities at the same time.

More importantly, you should be dependable, organized, professional, and able to work independently while also being a strong team member.

This Is Not Just Customer Service

There is a difference between answering a customer's question and taking care of a customer.

We want the second.

Our customers should feel heard. They should receive accurate information. They should know what is happening with their order. When there is a problem, they should know someone is working on it.

The goal is for the customer to finish an interaction with Premier Cru thinking:

"They took care of me."

Why Premier Cru?

Premier Cru is a growing company where your work has a visible impact.

You won't disappear into a large corporate organization. You will work with people throughout the company, learn our business, develop relationships with our customers, and have an opportunity to help us continually improve how we serve them.

We believe in three enduring principles.

Legacy. We build something worth being proud of.

Innovation. We stay curious, continue learning, and look for better ways to do things.

Lasting Impact. We understand that every interaction, order, shipment, and decision leaves an impression.

If you want a job where you simply complete your assigned tasks and go home, this probably isn't the position for you.

If you want to be part of a growing company where your work matters, your ideas are valued, and taking care of people is important, we would like to hear from you.