• Respond to customer inquiries via email, chat, and ticketing systems in a timely and efficient manner • Resolve customer issues in a professional and courteous manner • Provide technical support to customers and staff • Escalate customer issues to the appropriate team or department as needed • Maintain accurate records of customer interactions • Work with the Product and Engineering to provide a better understanding of customer’s technical issues • Troubleshoot technical inquiries following the established SLAs • Good understanding of the business for logistics support and general assistance • Work along with the Customer Success team, to improve customer satisfaction by providing great technical and platform support.

• Erste beruhigende Ansprechperson sein: Du rufst Kunden an, wenn sie Hilfe brauchen, und bleibst in dringenden Situationen ruhig, klar und empathisch. • Anfragen mit Herz bearbeiten: Du bearbeitest schriftliche und telefonische Anfragen und findest kundenfreundliche, klare Lösungen. • Follow-up sicherstellen: Du dokumentierst alles präzise und sorgst für einen reibungslosen Serviceablauf.

Role Description The Senior Customer Executive will grow our distribution and drive operational excellence for our warehouse distribution portfolio across In Store Bakery, Refrigerated Breakfast, Private Label capabilities in the Club (US & Canada, Global Export), US Natural/Specialty Channel and Canadian Grocery. This role centers on a hunter’s mentality: - Creating and executing multiple strategic plans across customers and classes of trade. - Aligning cross-functional teams to execute world-class service, insights, product, and brand capabilities for our customers. - Leveraging market position, world-class portfolio of capabilities and products, internal stakeholders, and strategic planning to drive sustained growth. Key Responsibilities - Grow, manage and optimize our distribution in Canada (warehouse distribution), Club (US and Canada + International Exports), and the Natural/Specialty Grocery Channel in the US and Canada. - Effectively communicate and collaborate internally to guide the commercialization process under your strategic plans for our business and your customers. - Build and maintain productive, professional relationships with internal stakeholders, assigned customers, distributors, and broker organizations as needed. - Develop and present quarterly and annual business plans in collaboration with managers and/or direct report(s) to maximize sales within regions/channels. - Provide leadership and direction across all assigned account activities, influencing both short- and long-term business decisions internally and externally. - Collaborate with Customer teams, General Management, Customers, and Brokers to develop and track a pipeline of sales opportunities. - Help develop and advise on our Club and Natural Channel strategy to systematically identify new business opportunities by leveraging data-driven insights, SWOT analysis, and internal stakeholders. - Partner with Supply chain, RGM, Business Development, Finance, and relevant customer teams to ensure seamless growth, operations, demand forecasting, production planning, and execution. - Provide excellent reporting of your business, diagnose issues, and provide clear solutions to achieve growth plans. Responsibility and Travel Requirements - 25% on Club US/Canada - 25% on Canada Grocery - 50% on US Natural Specialty Grocery - Travel to customer locations, HQs, and industry events as required for business growth. Leadership Competencies - Adapts approach and attitude in real time, according to the changing demands of different situations. - Creates a climate where people are motivated to do their best to help the organization achieve its objectives. - Holds self and others accountable to meet commitments. - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Qualifications - BA/BS in Business, Marketing, or related field required. - Minimum of 7 years of sales experience in retail sales, customer management, or equivalent roles. - Proven experience managing and successfully growing Natural/Specialty channel brands. - Expertise in CPG (ISB or Fresh dept preferred) operations, sales strategies, and retail customer dynamics. - Excellent written, verbal, presentation, and negotiation skills. - Strong analytical skills, including category, consumer insights, financial reporting, and P&L management. - Excellence in Microsoft Office tools (Excel, PowerPoint, Word, Teams, SharePoint, Outlook). Specialized Skills and Knowledge - Understanding of Costco and Natural Channel, including sales and merchandising techniques. - Ability to create, absorb, and implement change in a fast-paced, evolving business environment. Company Description Bimbo Bakeries USA is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other classification protected by law.

• Own the knowledge that powers our AI. Write and continuously improve the help centre articles, snippets, and prompts Fin draws on, so customers get fast, accurate, human-sounding answers first time. • Train and tune Fin. Review real conversations, spot where it gets things wrong, where content is missing, or where it's misread what a customer meant, and fix it at the source. • Keep a human eye on quality. Spot-check the tickets Fin marks "resolved" and make sure what goes out is genuinely good, not just closed. • Turn patterns into priorities. Use what you see across conversations to decide where your time has the most impact, then go and do it. • Jump into support occasionally (15% of the time). Cover the complex or sensitive conversations, plus lunch, shift, and holiday cover, keeping your instincts and product knowledge sharp. • Work with Product, Customer Success, and Support so content keeps pace with new features, integrations, and what customers actually need. • Be the voice of the customer to Product. Turn what you see across hundreds of conversations into clear signals on pain points and content gaps, and feed them back so the product, and the surrounding content, keeps getting better. • Grow into client specific content. As we scale, you'll tailor Fin's answers for our bigger customers based on how they've set the product up, so the help they get feels built for them.