Cargill Execution Lead Customer Service in Schiphol, Netherlands
Execution Lead Customer Service
Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience. We have 150,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.
Leads and provides direction to the customer service team and oversees all day-to-day customer service activities of the Cocoa business across the region Europe of Schiphol operation. Leads, advises and makes decisions on all major customer service activities for a medium-small team with a short term outlook and large customer base. These activities include: customer service operations, process development, planning & execution, customer & client interaction / business partnership, export documents management, systems/ data management & reporting, talent development budget management. In addition, the Customer Service Lead embeds continuous process improvement practices and new processes. Works closely together with other Execution Leads on cross domain challenges, with joint accountability for output. There are four domains: Planning, Customer Services, Sourcing Execution and Logistics.
CUSTOMER SERVICE OPERATIONS (30%)
Supervises and monitors all aspects of customer service activities for Cocoa Europe business. For example:
Sales and order processing, scheduling, amendments and cancellations.
Creation of credit/debit notes for customers/clients.
Customer complaints and follow-up.
Issues involving invoices or payments.
PO settlements for 3rd party activities, purchased products, supplies and packaging.
Export document creation
Reconciles and conducts internal/external benchmark reports and assists in developing an organizational roadmap to accommodate it.
Provides some oversight and general guidance to the monitoring and tracking of demand consumption verses contract, forecast and/or standard order lead-time.
PROCESS DEVELOPMENT, PLANNING & EXECUTION (25%)
Provides input and feedback to definition of improvement projects and commitments requiring a substantial understanding of customer service practices and procedures.
Using substantial knowledge and robust experience, provides guidance and feedback to help team identify areas of improvement and cost management deficiencies in order to create efficient customer service techniques and tools/systems.
Uses broad knowledge of customer service practices and procedures to develop and provide input to tactical customer service strategies for a medium-size customer base.
Develops and implements demand planning strategies with short term outlook.
Develops and implements customer account plans.
Partners with team members in deciding which tools/systems are appropriate to use for specific customer service environments. May develop and maintain tools/systems.
Ensures relationships related to tools/systems are kept intact (e.g. accurate customer demand forecast, as well as other databases within the business related to shipments and inventory management items.)
Regularly reviews and provides informal coaching on ad hoc analysis and reports created by more junior members of the team. For example: forecasting customer orders, incidents, service level agreements, etc.
PEOPLE, TALENT & BUDGET MANAGEMENT (25%)
Accountable for direct performance management, talent development, succession planning and engagement.
Accountable for managing his/her team and supporting talent development across the team.
Manages and provides coaching and/or training to team, including coaching Cargill core values, personal safety, environmental stewardship and community involvement.
Participates in selection of direct reports and other employees; determines resource need, plans for future workforce needs, and may independently make selection decisions.
Responsible for budgeting duties within area of scope (forecasting, reporting P&L, etc.).
CUSTOMER & CLIENT INTERACTION / BUSINESS PARTNERSHIP (20%)
Coordinates communication with customers regarding order status, sales forecast, invoices, contract balances and other pertinent information needed to complete the sale.
Supervises and maintains relationships with supply chain planning, plant operations, finance, procurement/strategic sourcing, transportation & logistics and sales departments to fulfill complex orders, resolve any scheduling challenges, and sustain key supply chain model inputs.
Collaborates with peers in other Business Units and/or externally (i.e. customers).
Contributes to the development of the overall process for customer complaint management.
Coaches team members on positive interaction with customers, ensuring all customer requirements and expectations are being met.
Provides guidance and coaching to more junior members of the team on utilization of communication and language skills with customers.
Participates in cross-functional teams to evaluate, recommend and implement common work processes.
Minimum Required Qualifications
Fluent in English and preferable one other language
PC literate (e.g. MS Office Suite) and excellent Excel skills
Good understanding of overall Supply Chain processes
8 – 10 years experience in Supply Chain Planning or Customer service role
5 - 8 years experience in supervisory roles
Change management experience
Dealing with ambiguity
Challenging position in a fast paced stimulating environment.
Outstanding careerdevelopment opportunities.
Competitive salary andbenefits.
Opportunity to work in oneof the most solid private companies in the world.
Interested? Then make sure to send us your CV and cover letter in English today!
Job Supply Chain Management
Primary Location Netherlands-NH-Schiphol
Job Type Standard
Shift Day Job
Req ID: SCH02125