Customer Service Lead - Fargo, ND

Customer Service Lead - Fargo, ND

JOB SUMMARY:  
The Customer Service Lead position is a supervisory role in the ADM Nutrition, Specialty Ingredients organization, which is responsible for managing key customer accounts and providing process guidance to the Customer Service team.  This role reports to the General Manager at the Fargo, ND facility.

As one of the world’s largest nutrition companies, ADM unlocks the power of nature to provide ingredients and solutions for foods, beverages and supplements for people all around the world.  The Customer Service Lead position plays a critical part in this process by working closely with Sales, Supply Chain, Operations, Regulatory, and Quality teams to provide an industry leading customer experience. 

PRIMARY RESPONSIBILITIES:
Customer Relationship Management:

• Serve as the main point of contact for assigned customers.
• Provide day-to-day supervision, coaching, and development of Customer Service Representatives.
• Answer customer inquiries via email and phone.
• Prepare, submit, and monitor daily and ad hoc reports.
• Prepare and submit customized documentation.
• Resolve credit hold issues.
• Monitor team performance, workload distribution, and service-level expectations.

Incident Management / Accounts Receivable:

• Enter Incidents, including credit or debit memos.
• Review, correct, and approve incidents.
• Manage Credit Hold Process.
• Review of all Accounts Receivable, along with follow-up on past due invoice notices.
• Instruct Cash App Team when remittance notices are not sent.

Cross-Functional Collaboration and Business Support:

• Provide support and guidance to other ADM businesses, locations, and teams.
• Understand domestic and international shipment processes and provide documentation support.
• Proactively analyze stock levels of raw materials and finished goods for potential issues.
• Reduce excess inventory through targeted customer outreach.
• Collaborate with cross functional support teams to resolve product issues and customer complaints.
• Support and provide trend feedback to the Supply Chain team for the demand forecasting process.
• Proactively identify and resolve order issues, track shipments, and expedite orders as needed.
• Maintain accurate data for customers in all required systems.

TEAM LEADERSHIP:

• Provide supervisory support to the Customer Service team.
• Lead Customer Service team meetings, reporting, and process improvement.
• Lead new CSR training.
• Serve as backup to other CSRs in their absence.
• Develop and lead process improvement initiatives.
• Serve as an escalation point for resolving issues, conflicts, and complaints.

CRITICAL SKILLS AND COMPETENCIES:

• Positive attitude with a strong customer service orientation.
• Establish and maintain positive relationships with customers and ADM colleagues.
• Team-oriented with a willingness to collaborate in a fast-paced environment.
• Ability to hear and speak clearly; read, comprehend, and communicate, orally and in writing, in order to expertly communicate in person, by telephone and in written form.
• Expert problem-solving, critical thinking, and decision making abilities.
• Time management skills and the ability to multi-task.
• Strong computer skills, including information processing, communicating internally and externally via email, and using business systems such as Microsoft Office, Salesforce, and ERPs.
• Willingness to learn, help others, and flexibility to adapt to change.
• Foster a culture of accountability, continuous improvement, and customer excellence.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Minimum of a 4-year college degree (Bachelor’s Degree) supplemented with at least five (5) years of relevant work experience.  Equivalent combinations of education and experience will be considered.
• Ability to hear and speak clearly; read, comprehend, and communicate, orally and in writing, in order to expertly communicate in person, by telephone and in written form.

Excited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check. 

REF:110358BR