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Sr. Customer Service Professional
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Every day, we grow our reputation as a leading international producer of food, agricultural, financial and industrial products and services. We take pride in our global reach, ability to contribute, and strong work ethics and values.
Founded in 1865, Cargill is a privately held company and employs 142,000 people in 65 countries with annual revenues in excess of $133.9 billion. Through innovation, creativity and teamwork, we are transforming entire markets and
people’s lives worldwide, and we can have the same impact on your career. Discover how we can be Better Together at www.cargill.com.
Cargill Dressings, Sauces & Oils (DS&O) trades, manufactures and sells refined vegetable and tropical oils and animal fat to a wide range of food and nonfood manufacturers. The business produces shortenings, frying oils, mayonnaise, dressings, and sauces for the foodservice industry. Customers include major food manufacturers, broadline distributors, and quick service and casual dining restaurant chains. Nonfood industrial applications include ingredients for paint, candle and biodiesel manufacturing. The business operates seven oil refineries, five shortening and oil packaging plants, and three mayonnaise, salad dressing and culinary sauce facilities. These operations are located in California, Florida, Georgia, Iowa, Kansas, North Carolina and Ohio. It also operates an edible oil refinery in Mexico. The business is integrated with Cargill's soybean crushing activities, providing a source of crude soybean oil for further processing.
This position is a senior role within the customer service department demonstrating professionalism and a comprehensive understanding of customers, systems and processes. Focus will be placed on forming strong relationships and use of customer knowledge to identify innovative solutions for our customers and Cargill to create distinctive value. Play a key role in the DS&O sales and operations planning process.
Actively work to improve service offerings while reducing cost to serve. This is accomplished through in-depth understanding of customer order patterns, customer forecasting, managing customer orders, and frequent customer interaction. The expectations are to understand and anticipate requirements of a diverse customer base; analyze needs and conditions within our business and the customer's.
Collaborate across DS&O business functions in order to facilitate and/or participate in creating value added service to order processing and order fulfillment, enabling DS&O to deliver a positive Customer experience that sets Cargill apart from our competitors.
Foster a culture of continuous improvement within Customer Service, actively seeking improvement opportunities, and developing and implementing solutions.
40% Order Management for assigned top-tier accounts requiring astute knowledge of the preferred customer’s business practices – to include processing of incoming orders (EDI and manual), contract application, enforcement of lead time policy, ordering changes, entering customer issues in CRT, detention processing, invoicing discrepancies, customer inquiries, etc.
Direct and/or facilitate order fulfillment situations that impact the customer by collaborating as necessary across business functions.
10% Apply knowledge of combining contract volume on an active customer contract to price open orders. Collaborate with the contract pricing team to maintain contract.
10% Incident Management: work as a liaison between customer and business functions to resolve customer incidents, collaborating with all parties to make decisions that are best for all involved. Enter and track customer relationships using Customer Relationship Tracking (CRT) system. Facilitate collaboration during issue resolutions between sales and operations team to ensure quick assessment and resolution on any customer complaints, rejections, or product recall. Assume frontline responsibility for coordinating communication and directly working with customer to minimize cost and risk to customer and Cargill.
10% Customer Relationship Management: proactively communicate with internal and external customers as needed in a timely manner. Create and foster positive customer relationships through daily/weekly interaction, contract reconciliation and excellent service. Primary responsibility for managing the enterprise customer relationship to ensure that the customer experience is superior to the competition.
10% Demand Management: track and communicate short term customer demand, provide customer information to the business, manage customer needs through vendor managed inventory (VMI), consignment inventory, manage rail pipelines according to demand and inventory where applicable.
10% Process Improvement: Collaborate across business functions to identify, create and implement process improvements as they relate to order processing/order fulfillment. Expectation is also to train customer service professionals entering their roles.
5% Work with other functional teams during new customer setups, new product roll outs, pricing and special promotions
5% Perform miscellaneous job-related duties as assigned by supervisor and/or manager
High school diploma or GED
Minimum of 3 years customer service experience including order entry and customer relationship management
Solid understanding of basic supply chain operations
Demonstrated ability to perform intermediate mathematical operations and solve problems that involve fundamental mathematic concepts
Demonstrated strong organizational skills
Well developed conflict management skills
Contract management experience
Experience with Word, Excel, and Outlook
Experience with an ERP system
Associate or Bachelor’s Degree
5+ years in customer service Understanding of markets, products, and players in the food service industry
2+ years of experience in a manufacturing or distribution environment
Ability to demonstrate leadership qualities within the organization
Ability to effectively train others
Customer demand forecasting experience
Understanding of markets, products, and players in the food service industry
Knowledge of root cause analysis
Experience with Access and PowerPoint
Knowledge of Adage, Crystal Reports and CRT
Cargill is an EEO/AA employer.
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