Customer Ops Center Supervisor – Olathe, Kansas
Cargill?s Agricultural Supply Chain ? North America (CASC NA) connects agricultural producers to food, feed and industrial customers through a seamless supply chain. We help our customers compete in the global market and efficiently deliver products from origins to destinations through our marketing, sourcing, originating, storing, trading, consulting and processing of grain, oilseeds and crop inputs products and solutions. CASC NA business reaches across Canada, United States & Mexico with an expansive asset footprint including over 200 grain elevators, export/import facilities, oilseed crush plants, biodiesel facilities, and farm service centers. Position Purpose The Customer Service Center is responsible for administering grain settlement transactions for Cargill facilities throughout the United States. Additional responsibly include internal and external customer service, control/compliance monitoring and reporting. This includes both federal and states? laws and regulations. The Customer Service Center Leader is responsible for managing a team who function within and support the Customer Service Center inclusive of accounting, customer service and grain settlement activities. Candidates should have prior experience in leading and providing direction to customer service and/or finance teams. This position will require strategic and advisory decision making processes for internal and external processes impacting our teams and customers. Daily areas of focus to include cross functional team leadership, direct internal and external customer interaction, relationship building and partnerships with internal stakeholders. This role will be expected to perform reoccurring performance management reviews with the individuals on their team to ensure consistent performance. This role will assist with training/developing of the team, assist in implementation workforce and process efficiencies, internal controls and continued enforcement of finance metrics as outlined in the Control Task List and Internal Audit reports. This position will work closely with the Senior Customer Service Center Supervisor and Customer Service Center Team Leads to identify and implement opportunities to provide excellent customer service and increased productivity and efficiency. This role requires the ability to focus on the financial functions of the settlement and supporting accounting processes. Principal Accountabilities 50% Lead and provide direction to 10-12 Customer Operations Representatives (CORs), including people selection, training, development, technical direction, coaching and retention. Update and maintain training materials for this team. Ensure workforce management process is in place to level-set workload within Customer Operations Center. Work proactively to have an engaged team. 25% Develop, monitor and report performance standards on Customer Service Center settlement statistics, service levels and customer satisfaction. 15% Collaborate closely with the finance, sales and merchandising functions to ensure settlement processes are aligned, efficient and effective to best serve our customers. Work closely with the Sr. Customer Service Center Leader and US Customer Service Leader to actively participate in the planning and execution of the BU strategy and business plans 10% Work closely with the Regional Finance Leaders and Accounting Managers to ensure that appropriate controls are in place and monitored for settlement activities. This position will be posted internally and externally. Skills:
Required Qualifications ? Bachelor?s Degree with a 4+ year?s professional experience in finance, customer operations or related roles ? 2+ years in supervisory experience ? Demonstrated principled leadership and sound business ethics as outlined in Cargill?s Leadership Model and Guiding Principles ? Demonstrated ability to communicate effectively with internal/external customers ? Proven influencing and conflict management skills ? Demonstrated experience in financial budgeting, planning and fiduciary responsibility with proven commitment to internal control ? Demonstrated strong organizational and prioritization skills ? Proven ability to deal effectively with change ? Demonstrated ability to work in a fast-paced environment ? Proven strong decision making and strong problem solving skills ? Demonstrated ability to improve work processes ? Demonstrated commitment to safety ? Demonstrated proficiency in MS Office, Word, Excel, PowerPoint & Outlook ? Ability to travel up to 10% Preferred Qualifications ? Six or more years of customer operations supervisory or operations center experience ? Experience in leading significant and complex change, creating or transforming work processes and/or teams ? Knowledge of key I/T systems (Lynx, Agris, JDE) ? Finance/budget experience. ? Experience and understanding of core business processes of the grain origination/ag producer services business ? Understanding of complex derivatives/Cargill Risk Management products and impacts on grain contracts and settlements.