Customer Service Representative II
From frosting on birthday cakes to the fuel in your car, Cargill Starches & Sweeteners North America (Starches & Sweeteners NA) is a part of your life in more ways than you would imagine. Leading national brands choose Starches & Sweeteners NA to develop, manufacture, and deliver ingredients that differentiate their food and beverage products in the marketplace. In addition, Starches & Sweeteners NA unlocks the goodness of the common corn kernel to create ingredients that are used in cattle feed, plastics, food packaging and medicines. Starches & Sweeteners NA also markets its own national brands, such as Truvia?, a zero-calorie sweetener, and Sweet Bran?, a value-added cattle feed. BIOasis? is a feedstock co-location partnership program that offers over the fence product to bio-processing and biotechnology companies. Starches & Sweeteners NA employs more than 2,400 people and operates facilities in Illinois, Indiana, Iowa, Nebraska, North Dakota, Ohio, Tennessee and Texas.Position PurposeThe Customer Service Representative II (Regional Commitment Manager) position works as a member of the Branded Feed Product customer service team. The enterprise-wide customer service team works closely with customers to provide a unique, branded feed customer experience. Regional Commitment Managers also work closely with the branded feed product sales teams, internal and external supply chain teams, plant operations, and finance to ensure delivery of this unique branded feed customer experience to the customer at all times. This role is responsible for executing a robust scale of customer service activities including planning and execution, process development, management of feed product inventory, investigating and resolving service issue, balancing work-loads for dedicated carries and identifies and execute on improving customer service offerings. The individual will work closely with plant, terminal, and carrier operations to balance the needs and challenges of the plant and carriers to ensure meeting the brand promise with the customer.Principal Accountabilities25% Customer Service Operations: Initiates and executes a robust scale of customer service processes and activities including areas such as order management, customer inventory management, contract management, scheduling and delivery coordination, and complaint resolution utilizing multiple Enterprise Resource Planning (ERP) systems. (Example: customer credit, logistics, quality, public safety, etc.)30% Customer Service Process Development and Execution: Identifies areas of process improvement that will enhance our ability to deliver on our unique brand promise to the customer; participate in cross-functional efforts to share knowledge, experience and best practices; and provide overall support to validate, coordinate and execute on customer service related strategies. Apply understanding of customer service practices and procedures to identify areas of improvement and cost management deficiencies in order to create efficient customer service techniques and tools/systems. Assist Commercial, Sales and Marketing teams in uncovering customer intelligence on industry challenges as well as customer trends. Position requires a substantial understanding of demand planning, inventory management, and customer limitations to meet or exceed all and brand requirements.25% Customer Service Systems/Data Management, Reporting and Analysis: Ensure accurate entry of all order and customer related information to execute flawless service and support standardized reporting for the team. Perform substantial analysis and ensure appropriate retention and communication to applicable parties. Areas include customer forecasting and demand planning, inventory management, customer order management, shipment verifications, exception reporting, etc.10% Customer Interactions/Relationship Management: Regular interaction and information sharing with customers to ensure satisfaction with our products and services; collaboration with appropriate functional partners to ensure flawless execution of the customer and brand promise; engage in communications and problem resolution, provide adequate documentation and follow-up for all complex non-conformances. Authority to make minor process changes or customer concessions. 10% Perform miscellaneous projects and duties as assigned.This position is posted internally as well as externallySkills:
RequiredBachelor?s Degree with minimum 3 years of experience in a customer service, supply chain, sales, or business field OR Associate?s Degree with minimum 4 years of experience in a customer service, supply chain, sales or business field.OR High School Diploma/GED with minimum 5 years of experience in a customer service, supply chain, sales or business field.
Ability to work extended hours (including weekends and holidays as needed) to support the ongoing needs of a 24/7 operation including participation in an on-call schedule.
Strong organizational skills with demonstrated ability to manage multiple priorities and navigate in a fast paced environment.
Demonstrated ability to collaborate with and provide leadership on a high performing team.
Ability to adapt and learn in a changing work environment.
Strong attention to detail and accuracy.
Microsoft Office Suite experience and proficiency in Word and Excel.
Ability to work independently.
Ability to promote and work within an inclusive team environment.
Demonstrated strong problem-solving, analytical skills and quantitative ability with skills to act with urgency.
Excellent communication and presentation skills both verbal and written with ability to effectively communicate and partner with multiple levels of the organization.
Ability to travel up to 10%.PreferredBachelor?s Degree in Business or Agricultural field.
Holds self and others accountable
Conflict resolution experience.
Knowledge of Cargill products, services, customer base and industry in relevant product line(s).
Specific systems related experience in SAP, AS/400, Adage, VOX, Salesforce.com or other ERP systems.
Business to business experience.