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.
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.
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.
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.
Master's in Business Administration (MBA)
ERP experience: preferably in SAP
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
Job Type Standard
Shift Day Job
Req ID: MIL01005