Protein Ingredients Customer Service Leader
Position Purpose & SummaryThe Protein Ingredients, Customer Service Team Leader is responsible for establishing and maintaining a customer service departments in different geographic locations, i.e. Ft Worth, TX, Wichita, KS and Monticello, MN which provides the highest level of customer service and support possible to Cargill Protein customers and sales personnel. The Protein Ingredients, Customer Service Leader is also responsible for troubleshooting, triaging and providing assistance on all order related issues from entry to billing for our Protein Ingredients business channel. The Leader will provide leadership and staff management to direct reports in the area of training, performance management, customer care, communications and daily operations. Above all else, this position must own the responsibility of seeing that the department organizes itself around a “Customer First” mentality, and all efforts are made to service customers.The successful candidate will be able to effectively manage in a process-focused organization, using measurement, process methodology and teamwork to drive continuous improvement at all levels. The incumbent will also interact strategically with other managers on the sales, marketing, supply chain and operations team, focusing on process improvement, collaboration and innovation across functions to develop and deliver a distinctive value. Skills: Principal Accountabilities 30% Provide Customer Related Support and Administration 40% Supervision of Customer Service and Related Personnel Supervise customer service personnel and delegate responsibilities as needed.Ensure that personnel understand and follows procedures.Ensure the execution of customer requirements and expectations in the process of ordering,shipping and invoicing customers.Act as first line of escalation for customer issues.Review and coach personnel on handling of all escalated customer service issues.Audit phone calls, emails and other customer correspondence for appropriateness,professionalism and accuracy. Resource allocation when needs arise.Other activities as required to support customer service and sales. 30% Training and Work Review Interview, hire and review customer service personnel.Randomly review daily orders and production packages to make decisions on acceptability of work product. Take corrective action including training, re-training, and reworking. Provide ongoing training in regard to order related work for customer service and other employees as needed. Organize and schedule additional training from personnel in other departments; Engineering, Production, shipping, etc. Provide ongoing training in regard to customer contact and inquiry processing for customer service and other employees as needed.Provide training on processes and procedures and insure compliance.Acquire and maintain current product knowledge. Set up and administer Salesforce and implement improvements where possible.Research, recommend, and implement improvements and / or best practices consistent with customer service organizations in similar industries.Analyze, document and make recommendations on employee work load, effectiveness, and ability.Manage category strategy and processes to review pricing, assortment, specifications and impact to customer success, including any necessary improvement plans.Manage supply scenarios and work with internal/external customers to establish specifications to support business channel and end to end value creation.Work closely with inside and outside sales representatives to optimize relationships and create end to end value and optimize capacities.Gather and analyze data relevant to sales, customer service and customer satisfaction; Manager, Customer Service Protein opportunities for improvement.Analyze current processes and procedures and evaluate effectiveness. Participate in new technology and program roll outs.Other activities as required to support customer service and sales regarding CRM and ERP. Required Qualifications Bachelor degree in Marketing, Accounting or General Business Management or equivalent experienceMinimum ten (10) years’ experience in a customer service capacity, with five (5) years in a management role with multiple direct reports.Proven experience in team leadershipDemonstrated experience for action- translate goals and objectives into actionable plans and results. Preferred Qualifications · Experience working across multiple locations with team membersApply for this job.