Customer Service

Title: Relationship Architect

Reporting to: Director, Relationship Architect

Department: Relationship Management Department

Position Overview:

Pro-Liquitech, LLC, d/b/a Flavorman is looking for a new Relationship Architect to join our growing Relationship Management Team. This energetic and outgoing person will have a focus on proactively creating and managing corporate relationships with new and existing customers. This person will be in a very visible and important position that helps guide customers through the Flavorman process - from start through finish. This is a very interactive position and the ability to communicate succinctly is a must. This is a full time, onsite position located at Flavorman's growing business casual Louisville campus.

Relationship Architect (Customer Service) Job Responsibilities:

• Proactively build relationships with customers through active listening and possible solving.
• Communicate professionally both internally and externally in a succinct and timely manner whether in-person, by phone or by email.
• When necessary, assist in resolving customer issues in order to keep beverage development and order processing flowing.
• Be the customer's first point of contact for any and all inquiries and requests.
• Proactively communicate with customers regarding all shipping statuses, information requests, sample tracking, etc.
• Anticipate and analyze customer needs and communicate this information to the Flavorman team.
• Process incoming orders and communication with on shipping status.
• Record/Archive all customer interactions in Flavorman's CRM. Maintains accurate customer records by updating account information when necessary.
• Have daily internal interaction with Flavorman's management, lab team, and production team so that all parties understand the customer's needs and motivations.
• Develop and maintain relationships with vendors and customer resources (i.e. contract manufacturers, investment companies, packaging companies, label companies, etc.) as necessary.
• Implementation of Flavorman customer relations program ("DREAM") including assisting with mailings and educational outreach.
• Work within Relationship Management Department in creation of vendor relations tool (DREAM 3)
• Coordinate with Lab Team in arranging all logistics, lunches/dinners, etc. for customer lab day visits. Participate with Lab Team and assigned customers in lab day tastings/review/discussions as a tool to build relationship with customer and better understand customer's product.
• Facilitate project completion and update status with customers re: Shelf-life program updates, ordering guidelines, final formulations, supplier information sheet, Introduction to suppliers of non-Flavorman materials, label information.
• Consistently educate customers on the Flavorman timeline and their current order status.
• Provide customers with weekly production status for specific order requests.
• Facilitate project handoff between Lab Team and Production Team including introduction of customers/players to Production Team and reiteration of timelines.
• Work with customers in the coordination of production timeline and communicate those timelines with entire Flavorman team.
• Work/meet with each department to ensure internal needs are met and processes are aligned.

Required Skillset:

• Proven customer support experience (include with references)
• Interpersonal communications and conflict resolution skills required.
• Proven Interdepartmental collaborative skill required.
• CRM experience required.
• QuickBooks and Batch Metrics experience preferred.
• Track record of over-achieving quotas
• Strong work ethic and goal oriented
• Focus on details and quality.
• Excellent communication and presentation skills.
• Excellent written skills.
• Forward facing customer orientation and ability to adapt/respond to different types of personalities.
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Ability to multi-task, prioritize and manage time effectively.
• Proven initiative and self-starter and with time management skills
• Fluent Microsoft office applications (Word, Excel, Teams, etc.) required.
• Able to perform under pressure and meet guidelines.

Salary/Benefits:

Salary is dependent upon experience. Benefits include Paid Time Off (PTO), medical insurance, medical reimbursement, life insurance, dental insurance, vision insurance, retirement/401K plans and matching, disability insurance, etc. Company bonus based on operating results. Employee appreciation programs.

Education, Experience:

• University/college degree preferred.
• Previous experience in the beverage industry preferred but not necessary.
• Minimum two years in a customer facing position.

Company Information:

Flavorman is a beverage development and service company. "The Beverage Architects" create custom-made ingredients and flavors for each individual client. For over 30 years, Flavorman has led the beverage industry as the single-source partner in beverage architecture and product development. Our clients range from start-up entrepreneurs to major international players in the global marketplace. Our headquarters houses one of the largest full-service beverage product development facilities in the United States including a state-of-the-art, fully equipped flavor laboratory, ingredient laboratory, warehouse, and production area. Our in-house capabilities, industry expertise and product innovation allow Flavorman to offer our clients a wide range of expert services to turn a great idea into a money-making beverage.

For more information about Flavorman:

Interested candidates should send their C.V. to .

Flavorman is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Flavorman makes hiring decisions based solely on qualifications, merit, and business needs at the time.