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Customer Service Representative

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Job ID BAL00350 Date posted 06/29/2020 Location : Balcarres, Canada
Cargill’s Agricultural Supply Chain – North America (CASC NA) connects agricultural producers to food, feed and industrial customers through a seamless supply chain. We help our customers compete in the global market and efficiently deliver products from origins to destinations through our marketing, sourcing, originating, storing, trading, consulting and processing of grain, oilseeds and crop inputs products and solutions.  CASC NA business reaches across Canada, United States & Mexico with an expansive asset footprint including over 200 grain elevators, export/import facilities, oilseed crush plants, biodiesel facilities, and farm service centers. 


Position Purpose & Summary

Reporting to the Regional Customer Service Leader, the Customer Service Representative (CSR) position is an integral part of our customer experience and a critical member of the location team – coordinating between the customer, operations and sales to deliver on our commitments and providing a positive customer experience.  As part of providing superior service to our customers this role is also responsible for specific activities such as the coordination of product movement, accurate customer payments and invoicing, timely contract entry and credit monitoring.  All in support of the success of our retail grain and crop input business.


Principal Accountabilities

60% Coordinate Customer Grain & Crop Input Business Activities
•Working with operations and sales, the Customer Service Representative is responsible for coordinating and communicating with customers their grain and crop input delivery schedules 
•Responsible to ensure information is reviewed with the customer to ensure a positive experience with Cargill, such as, customer payment & invoice instructions, collection of contract signatures and supporting other internal fiduciary and risk management requirements prior to shipment or delivery. 
•Required to monitor deliveries and gather grain pricing information from operations and sales following delivery and accurately communicate payment information to the customer service center for processing. 
•Accountable to ensure customer accounts are accurate and payment facilities are available to support crop input purchases. 
•Ensure accurate & timely entry of grain and crop input contracts and sales orders

25% Customer Service & Customer Support
•Responsible to provide front line support to the regional customer base, managing & supporting customer inquiries, providing phone coverage and triaging walk in customers.
•Accountable to ensure customer accounts are accurate and documented within our customer relationship management system.  
•Coordinating with the Sales team, the Customer Service Representative will be required to be knowledgeable in our product and service offerings to be able to identify opportunities for the customer and to support promotion and follow-up for specific customer focused growth initiatives.  
•Responsible to work directly with customers supporting them through learning and transition as a result of business change initiatives 

10% Internal Controls 
•Reconciliation of manual documentation used to record business transactions, 
•Manage and reconcile credit card transaction
•Coordinate Record information management supporting customer transactions 
5% Location Support
•Coordinate the purchase of location office supplies 
•Provide location level support for customer facing activities and events.

Required

•Demonstrated proficiency in Microsoft Word, Excel, Outlook
•Ability to work with confidential information
•Strong problem identification and resolution skills.
•Strong customer service skills with ability to build and maintain lasting relationships with customers. 
•Exceptional verbal communication skills.
•Excellent listening skills.
•Strong written communication skills.
•Able to perform basic calculations and mathematical figures.
•Strong analytical skills and attention to detail. 
•Ability to work individually and as part of a team.
•High level of integrity and work ethic.
•Ability to work extended or flexible hours as seasonal workloads require
•Must be legally entitled to work for Cargill in Canada


Preferred 

•University degree/diploma from an accredited university/college in a related discipline with a minimum of 2 years’ experience in a business setting.  Other combination of education and experience will also be considered.
•Understanding of agriculture practices and challenges.
•Experience with Customer Relationship Management software
•Ability to manage multiple priorities and a variable workload
•Ability to work individually and as part of a team to support a regional workload approach
•Ability to develop and implement new processes or recommend changes


This position is posted internally as well as externally
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