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Job Purpose and Impact

The Senior Customer Service Representative will focus on supporting the broader customer service team in the execution of routine operational activities within the region. In this role, you will serve as the customer service domain specialist focusing on best practice identification and sharing, task distribution between remote team members and continuous improvement opportunities between regions. You will provide on the job refresher training of existing team members and technical onboarding and support for new team members. You will provide employee coaching and feedback as well as participate in performance reviews where appropriate.

Key Accountabilities

• Ensure day to day customer support activities are executed effectively with appropriate training, documentation and controls.
• Ensure time sensitive processes are completed within the team including daily, weekly and monthly performance expectations and control procedures.
• Be available for issue escalation from team members, supporting the customer communication, technical process and subsequent education or training required.
• Plan and execute day to day activities to support the team and coordinate daily tasks across the team.
• Support projects and initiatives from a customer support perspective.
• Serve as the technical escalation point for members on the team, provide support and take ownership of technically difficult issues where your expertise will help drive faster problem identification and resolution.
• Independently solve moderately complex issues with minimal supervision, while escalating more complex issues to appropriate staff.
• Other duties as assigned

Qualifications

Minimum Qualifications

• Bachelor's degree in a related field or equivalent experience
• Minimum requirement of 2 years of relevant work experience. 
• Strong customer service skills with ability to build and maintain lasting relationships with customers.
• Ability to work extended or flexible hours as require. 
• Demonstrated proficiency in Microsoft Word, Excel, Outlook
• Must be legally entitled to work for Cargill in Canada

Preferred Qualifications

• Strong working knowledge of software applications, reporting tools and spreadsheets
• Understanding of agriculture practices and challenges
• Knowledge of SAP