Cargill Customer Service Manager in Milwaukee, Wisconsin

Customer Service Manager

Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience. We have 150,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.

Description

Position Purpose

The Customer Service Manager is the champion for outstanding customer service while understanding the economic realities of service cost. This position will own the customer experience from customer setup, maintenance, contracting and ordering to receiving product & payment, even as these experiences extend beyond the scope of customer service (e.g. product quality, product delivery).

The Customer Service Manager will have a deep understanding of our business and effectively collaborate with sales and product line teams, as well as other functions across CCCNA, including supply chain planning, logistics, warehouse operations and finance to deliver quality customer service.

Principal Accountabilities

40% --People Management, Leadership, Customer Experience

  • Accountable for direct performance management, talent development, succession planning and engagement

  • Manages and provides coaching and/or training to team, including coaching Cargill core values, personal safety, environmental stewardship, community involvement, development of specific competencies/skills, and critical business process

  • Participates in selection of direct reports and other employees; determines resource needs, plans for future workforce needs, and may independently make selection decisions

  • Responsible for budgeting duties within area of scope

  • Jointly responsible with marketing and product line leaders in developing service level offerings by segment and creating alignment and accountability with customer service team.

30% --Systems and Data Management/Process Architecture & Continuous Improvement

  • Build and sustain critical business processes to enable service level offerings and customer satisfaction

  • Owns Order to Cash Processes as part of CCNA’s Business Process Organization (BPO) and drives continuous improvement through a structured approach and internal / external benchmarks

  • Identifies cross functional dependencies and collaborates with key stakeholders to ensure end to end business process effectiveness.

  • Continually measure and monitor customer experience, team effectiveness, and team efficiency through the development and sustainment of departmental metrics and scorecard

15%- -BU Senior Management Team Member

  • Cascades and drives the execution of regional strategy through the customer service organization

  • Is a model of behavior that reinforces the operating philosophy and the desired culture and values of the BU

  • Creates an environment of collaboration, innovation and accountability

  • Reinforces customer focus

  • Is a change leader

  • Champions an culture of engagement

15% --Customer Management

  • Develops and drives the execution of the overall customer experience within the boundaries of service level offerings

  • Ensure appropriate and effect resolution of all customer disputes and complaints

  • Builds relationships with internal departments (supply chain, finance, transportation & logistics, sales departments) to fulfill customer expectations

  • Responsible for accurate customer setup, maintenance, contract entry, and ordering.

This position is posted internally as well as externally.

Qualifications

Required Qualifications

  • Bachelor’s degree

  • 8 or more years of direct leadership experience in sales, sales operations, or customer service teams.

  • Travel up to 20% of the time

  • Sit out of Milwaukee, WI.

Preferred Qualifications

  • Master's in Business Administration (MBA)

  • ERP experience: preferably in SAP

Success Factors

  • Excellent interpersonal communications skills

  • Demonstrated organizational and prioritization skills

  • Demonstrated problem solving skills with a customer service focus

  • Self-motivated and enthusiastic

  • Demonstrated proficiency with computer systems

  • Demonstrated ability to influence without direct supervision

  • Experience in managing customer complaints

Equal Opportunity Employer, including Disability/Vet.

Job Supply Chain Management

Primary Location US-WI-Milwaukee

Schedule Full-time

Job Type Standard

Shift Day Job

Req ID: MIL01005