Customer Service Supervisor
Position Purpose As a Sales Support Supervisor, you will interact directly with Sales Support Representatives, members of the Origination teams, Regional Leadership, as well as Farmer Customers.
This role will be directly interacting with the Regional Customer Service Leader on overall leadership of customer service activities within the Region to ensure consistency within the Customer Service teams.
Within Customer Service ? we are driving for consistent, repeatable processes that create value for our customer ? this is an evolution and will require strong change leadership skills and analytical capabilities to uncover value measures as we consider influences on service such as our changing farmer demographic, e-commerce, technology and continued drive for cost efficiencies. This individual will be a key leader in the evolution of customer service for our business. On a day to day basis, this individual will be required to provide superior customer service coaching, onboarding and training to the overall Customer Service Team, while directly supervising a sub-set of Sales Support Representatives in direct coordination with the Regional Customer Service Leader. This role will work closely with the Regional Customer Service Leader and multiple departments to ensure continued alignment with the CS&S functional plans, Regional business plan & Cargill Values and Vision.Principal Accountabilities50% Leadership & coaching: ? Provide direction to 6-10 Sales Support Representative, including people selection, training inclusive of My Performance management, cross-regional training, development, technical direction, coaching and retention.
? Create and maintain training materials for Sales Supportl Representatives.
? Ensure workforce management process are in place to level-set workload within the region & between regions.
? Develop, monitor and manage productivity measurements, service levels and customer satisfaction.
? Work proactively to create engagement between the Sales Support Representatives, US Service Center teams and Origination teams. 50% Compliance & Training: ? Assist Regional Customer Service Leader with daily planning, direction and leadership of the Sales Support Representatives within and across regions. ? Mentor and train new customer service team members as part of their onboarding process or recurrent process training needs. ? Generate & review reports to ensure accuracy of grain delivery & settlements, product invoicing and returns. ? Identify and participate in business process evolution & improvement projects.? Provide ongoing support for the business in the customer service space helping to manage the regional work load to enable sharing between multiple locations and Customer Sevice teams.? Working with the other Regions to support cross regional activities and intiatives.Skills:
Required Qualifications? Bachelor?s degree OR 4+ years of equivalent experience.? 3+ years inside sales or customer service experience.? Experience in multiple business applications: MS Office, Word, Excel, PowerPoint & Outlook.? Experience in developing and implementing new processes or recommend changes.? Problem solving and resolution skills.? Able and willing to work extended or flexible hours as seasonal workloads require.? Ability to travel up to 30%.Preferred Qualifications? Production agriculture and grain merchandising experience. ? Grain origination/ag producer services and/or Crop Inputs experience.? SAP and SalesForce.com experience. ? Previous supervisory experience.Success Factors ? High levels of interpersonal communication, written and verbal communication, and documentation skills.? Ability to execute complex and detailed processes and procedures timely, accurately and consistently.? Ability to multi-task, prioritize work flow and complete tasks with a high level of organization, responsibility, and efficiency.? Ability to adapt in a fast-paced, changing environment.? Ability to accept accountability and to work individually and as part of a team.? Team oriented leadership and influencing skills.? Strong customer service skills with ability to build and maintain lasting relationships. ? Able to perform basic calculations and mathematical figures.? Ability to influence peers and effectively provide feedback.? Passion for Individual and Team development.