Customer Service Representative II

Job Listing No: 9740000

Customer Service Representative II

Position Purpose:The Customer Service Representative II? is responsible for a broad range of activities from the simple to the most complex and their role is to support and maximize the customer experience in a Business to Business environment. This includes customer service activities which support other? team members and duties outside of the standard range of order processing/customer service such as participation in projects to enhance systems or processes within the department.The primary role of the Customer Service Representative II is to drive customer satisfaction and resolve complex customer issues. This individual is responsible for managing customer expectations, problem resolution, and? process development and improvement.? They are responsible for ensuring the use of best practices to provide superior customer experiences at the best cost across the entire COM enterprise.They will contribute in developing & implementing training programs for the customer service team. They will apply their broad knowledge to improve the effectiveness and efficiency of the Customer Service Processes.? Their area of responsibility is across the entire salt book of businessPrincipal Accountabilities:35% Daily Customer Interactions/Relationship Management: Regular interaction and information sharing? (order entry,customer score cards, exception order management, pricing assistance etc.)? 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. Will coordinate complex customer/business issues and make decisions that support superior service at best cost.? Responsible for identifying the source of the issue and work to prevent future occurrences. Have authority to make some process changes or customer concessions25% Customer Service Systems/Data Management, Reporting and Analysis:? Analyzes performance issues? & identify and execute process improvements necessary to grow with the business goals & initiatives.? Responsible for? communicating? these process and procedure changes to fellow team members. Substantial analysis of order patterns of key customers to predict how the company should react to workload management.??25%: Apply understanding of customer service practices and procedures to provide guidance and feedback to help team identify areas of improvement in order to create efficient customer service techniques and tools/systems.? Assist Sales and Marketing teams in uncovering customer intelligence on industry challenges as well as customer trends.??10%: Develop & implement training programs: acts as a teacher, mentor and? assignment leader.? Responsible for ensuring strong process integration with activities up and down stream,? identifying and deploying best practices across the COM organization and holding self others accountable5%: Work with various cross-functional teams on projects such as system enhancements, new product launches, line extensions and product discontinuations etc.?Skills:
Required Qualifications:? Bachelor?s degree or 4+ years of experience in lieu of degree?? 1+ years of experience in Business to Business customer service, supply chain, or sales?? 2+ years of experience anticipating issues, problem solving and implementing solutions.? Demonstrated 2+ years of experience positively influencing and collaborating with customers and cross functional business partners? Excellent communication and presentation skills both verbal and written with ability to effectively communicate and partner with multiple levels of the organization.? Demonstrated analytical skills to be able to come up with creative and flexible solutions to improve efficiency, quality, cost & productivity.? Ability to adapt and learn in a changing work environment while acting with a sense of urgency? Demonstrated Microsoft office suite proficiency? Proven ability to make decisions independently? Ability to work extended hours? as needed (potential weekends and holidays) to support the ongoing needs of a 24/7 operation including participation in an on-call availability (remote support).?? Position requires strong business acumen.? Knowledge of functional integration and customer and business limitations? Must have a proven track record of positively impacting business results & customer experiencesPreferred Qualifications:? Bachelor?s Degree?? Demonstrated knowledge of SAP or similar ERP systems? Cross functional business knowledge? Process Orientation? Conflict resolution experience.? Knowledge of Cargill products, services, customer base and industry in relevant product line(s).? Root cause analysisCore Competencies:? Systems thinker- able to connect the seemingly un

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