Senior Customer Service Supervisor
Cargill is a family company committed to providing food and agricultural solutions to nourish the world in a safe, responsible, and sustainable way. We sit at the heart of the supply chain, partnering with producers and customers to source, make and deliver products that are vital for living. By providing customers with life’s essentials, we enable businesses to grow, communities to prosper, and consumers to live well.
This position is in our Food Enterprise where we are committed to serving food manufacturers, food service customers, and retailers with a complete range of innovative ingredients and branded products. Our portfolio includes poultry, beef, egg, alternative protein, salt, oils, starches, sweeteners, cocoa and chocolate.
Job Purpose and Impact
The Senior Customer Service Supervisor will help maintain customer relationships, serve as an escalation point for service issues and run analytics for routine operations in the order management process. In this role, you will drive customer focus and achievement of company sales and revenue objectives by delivering exceptional customer service. This role also supports the development and sustainability of best-in-class Customer Service teams with deep expertise in vendor and customer relationship management, enabling strong partnerships, operational excellence, and long-term business success.
Key Accountabilities
- Manage a team of customer facing or customer enabling customer service representatives working with complex standard service level two or three customers and drive delivery of exceptional customer service.
- Conduct performance management, talent development, succession planning and engagement.
- Assist in development and maintenance of strong, collaborative customer relationships through proactive engagement on complex customer issues, where escalation will likely be required.
- Analyze customer service issues and drive service level improvements through data analysis and insights and conduct root cause analysis on complex, repetitive and common issues the reoccur across more junior team members.
- Collaborate on customer experience improvement areas with team members and customers to improve established practices and policies.
- Influence team to make better decisions to drive revenue growth and customer experience.
- Drive change and continuous improvement throughout the customer service organization.
- Lead and develop a team, coach and make decisions related to talent management, hiring, performance, and disciplinary actions.
- Other duties as assigned
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Qualifications
Minimum Qualifications
- Customer Service leadership experience.
- Minimum of four years of related work experience.
- Customer Service order and issue management experience.
- Demonstrated ability to influence and collaborate effectively with stakeholders.
- Experience operating in CRM and ERP tools.
Preferred Qualifications
- Two years of supervisory experience
- Salesforce or SAP experience
- Food or manufacturing industry customer service experience
Additional Details
• Location: IA-Eddiyville, IA-Cedar Rapids, GA-Gainesville, or KS-Wichita; Relocation assistance is not provided for this role.
• There are also some events that might need to work on the weekends and on-call.
• The business will not sponsor applicants for work visas for this position
At Cargill we put people first. As part of your overall rewards, we offer a comprehensive benefit program including medical and/or other benefits dependent on the position offered and hours worked. Visit: https://www.cargill.com/page/my-health/mh-health-and-wellnessto learn more (subject to certain collective bargaining agreements for Union positions).
Equal Opportunity Employer, including Disability/Vet
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