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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).